The Agent Application is a web application that provides call center agents with the tools they need to quickly and efficiently manage customer interactions. The application can be used in the following ways:

•Starting New Interactions: Agents can select (from a list) the Interaction that is most suitable to the needs of the current caller, and open a new instance of that Interaction. This allows the agent to begin the conversation quickly, and navigate through the script with the customer in real time. If the conversation needs to be ended for any reason, the agent can save the Interaction and all data, so it can quickly be resumed at a later time.

•Continuing Saved Interactions: The Use Saved feature enables agents to access Interactions that were started but not completed.

•Accessing Interaction History: The History Flow tab enables agents to access Interactions that are closed, or Interactions that are currently in progress. This process is useful when a customer carrying out a mobile self-service process calls an agent for assistance. Upon accessing the caller's Interaction, the agent receives a summary of the sequence that the customer has navigated through prior to calling the agent. The agent is able to view all screens involved in the Interaction flow, all input that was provided by the user, and data about the user's mobile device.

The Agent Application can be used in either of the following formats:

•Standalone: The application is independent of other applications, and is accessed by entering a URL into your browser. For details, refer to Accessing the Application.

•Widget option: The application is presented as a widget nested inside another web page or a host application, such as Jacada WorkSpace. For details, refer to Configuring the Widget Option.