The Omnichannel Panel is Akixi’s Windows desktop application that allows Agents to be notified of new group contacts (calls, emails) and is used to deliver them direct to the Agent. Agents can use the Omnichannel Panel application to change their state and sign in and out of queues and groups.
The site must be setup with the Akixi 3000 licence for agents to be able to make use of the Omnichannel Panel application. Learn more about our omnichannel analytics software, Akixi 3000.
Picking up emails and calls:
Pick up emails and calls that are sitting in a queue waiting to be answered.
Setting to a not-available reason:
Out to lunch or going on a break? Agents can set themselves to a specific not-available reason.
Agents can sign out and set status as not-available from within the Omnichannel Panel app.
Setting to wrap-up:
Been busy on a call or email and need a moment before taking another contact item? Agents can use the Set Wrap-Up button to quickly change their status to wrap-up.
Signing in/out of groups:
Agents can manage the load of calls / emails by signing in and out of groups.