Toolbar Mode
To use Contivio in Toolbar mode, simply click on the arrows in the top right corner of the app.
* This feature is available only on Windows as Mac OSX does not support window sizing.
* This feature is available only on Windows as Mac OSX does not support window sizing.
Summary the sections described in the screen-shot seen above:
- The "Media Display" window shows the interaction the agent is currently handling. Phone calls will display the phone number of the contact, the agent name for agent-to-agent calls, e-mail address for handling chat interactions.
- The dial field, numeric pad and telephony controls are used for call handling.
- The media display window is used for conference call control, placing individual lines or parties on hold or to drop them from a conference call.
- Supervisory controls allow management staff to "whisper" to the agent to help guide them on a call, or "barge in" to the call to assist. Under here you can also Start & Stop Recording a call, along with a few other advanced tools.
- Pop-up bubble will display information about the interaction upon offer to the agent.
- Agent Directory and expanded side-bar menu options are available to agents for additional features and functionality, such as entering notes or a disposition for the interaction handled. More details on all available options are here.
