Exploring the Agent Console

Heedify brings call handling, queue status, contacts, and call history together in the Agent Console for Microsoft Teams.

Main areas

The annotated screenshot shows the main areas of the Agent Console. Use the numbered key to identify each one.

Heedify Agent Console screenshot with seven marked zones: performance summary, queues, active call, search, main workspace, call history, and agent profile.

Area	Name	What you’ll find
1	Performance summary	Total, missed, and connected call counts, plus call duration.
2	Queues	Queue availability and call activity.
3	Active call	Current call details and controls.
4	Search and sort	Search for contacts and choose how results are sorted.
5	Main workspace	The selected view, such as Favorites, with agent or contact information and available actions.
6	Call history	Recent calls and details for the selected number or contact.
7	Agent profile	Your name, current status, and additional options.