Working with Agent Console

Heedify supports daily call handling for contact center agents via the Agent Console, integrated with Microsoft Teams, Teams Phone and Microsoft 365. From one screen, agents find colleagues and see their presence, follow their queues, answer and transfer calls, review their call history and daily performance, and open the CRM data linked to each call.

Contacts & GroupsSearch contacts, use contact actions, and organize favorites and groups in the Heedify Agent Console for Microsoft Teams.

QueuesManage incoming call queues in the Heedify Agent Console for Microsoft Teams: view waiting calls, set presence, and pick up or forward calls.

Call handlingHeedify Agent Console call handling for Microsoft Teams: answer, transfer, requeue, make calls, and monitor pending queue callbacks.

Calls HistoryHeedify Agent Console call history: contextual list of past calls, colour-coded by type (handled or missed) and outcome.

PerformanceThe Heedify Agent Console performance panel displays daily call metrics against business goals and resets every 24 hours.

IntegrationHeedify Agent Console integrations display contextual CRM or web content for calls from configured queues in Microsoft Teams.

PreferencesConfigure Heedify Agent Console message templates, audio devices, application theme, and contact display mode for Microsoft Teams calls.

Accessibility modeHeedify Agent Console accessibility mode: keyboard shortcuts for blind and visually impaired agents to navigate, manage contacts and calls.

Answering calls in the Microsoft Teams clientAnswer Heedify calls in the Microsoft Teams client, then view the caller, CRM link, queue and interaction details in the Teams call panel.