Agent Console Guide

Heedify supports call handling for contact center agents via the Agent Console, integrated with Microsoft Teams and Microsoft 365: agents sign in with their Microsoft 365 account, answer and transfer calls, follow their queues and reach colleagues from one screen.

Logging into Agent ConsoleSign in with your Microsoft 365 account and check that your access is ready.

Exploring the Agent ConsoleFind your way around: queues, active call, search, contacts and history.

Call handlingAnswer, hold, transfer and follow pending callbacks.

QueuesSee your queues and set your availability in each one.

Contacts & GroupsFind colleagues, see their presence and call, message or email them.

Calls HistoryFind past calls and call back a contact from your history.

Also in this guide: Performance, Preferences, Accessibility mode and Answering calls in the Microsoft Teams client.