The User Interface of Attendant Console consists of various smaller elements which we call widgets. A widget usually fulfills a specific purpose such as displaying metrics, a status or listings. Additional interactive elements such as buttons, search fields can also be part of a widget. 

Stratus Team Interface Elements

The following is an example screenshot with elements showing when you select Stratus Team in the sidebar

Attendant Console - Stratus Team UI Elements

Good to know

The amount of widgets and sidebar options shown in the screenshot example above can differ for you, depending on the Interaction with Luware products currently setup alongside your Attendant Console.

Sidebar

The Sidebar (located at the left) acts as main view selection for Attendant Console. Use it to shift between your daily tasks and routines.

(info) Active Call Handling and distribution will continue normally even as you toggle between views in the Sidebar. Switching views will not automatically render you as "Not Selectable" for the respective service. → Read more about the "Attendant State" below.

UI Elements (Widgets)

The UI of Attendant Console consists of various widgets. These widgets can change their content and state depending on what is currently happening on the UI.

Here's a list of all available status widgets and their purpose:


Widget TitleDescription / PurposeStratus Team SpecificsStratus Agent Specifics
1

In Queue


Numerical representation of callers in Queue.


For entries to be visible in the queue you need to be "enabled" for at least one team in the Team Selection

(lightbulb) You or your team owner can do this manually.

No team enability must be set, the queue is handled automatically based on:

  • Teams presence status
  • Agent skills (traits)
2

Queue

(list)

Shows the corresponding call queue of all services / teams of which you are a part of.

(info) Details on single queue items appear during Call Handling . The UI details are explained in the Incoming Call Queue description

Shows queue for all teams you are currently "enabled" for.

(info) Also see → "Attendant State" in table below.


Shows the queue for all calls. Call distribution is managed automatically based on your Teams presence.

(info) Also see → "Attendant State" in table below.


3Longest WaitingShows the highest waiting time entry in the Incoming Call QueueShows you the maximum wait time for entries of teams you currently are "enabled" for in the Team SelectionShows maximum wait for callers assigned according to the agent criteria and service called.
4

Call Context / Service Line

(shows "No Conversation") by default

Show various metrics about the current queue and the call you're currently handling.

(info) Their use and status changes are explained during Call Handling.

Shows Service Line of the ongoing call.


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5Conversation
State

Displays info (default "No Conversation") during a call. Changes states to either:

  • Incoming
  • Active 
  • On Hold

(lightbulb) As there can be two ongoing calls during Consultation Call scenario (Active and On Hold) this widget will focus on the call with customer.

(info) Details on this UI item are explained in Conversation Hub

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6

Attendant State

Provides you with a "Selectable for calls" display, as seen from the Stratus point of view. Uses a simple "green or red" signal form.

(lightbulb) A "selectable" green state is determined by various factors, e.g. when you are already handling a call, absent because of a meeting from your calendar or otherwise blocked for calls. The most visible layer way to explain the selectable state is your Microsoft Teams status, as shown in the animation below: 

How the MS Teams Status affects Attendant states

This animation is an example. Exceptions may apply if your Stratus is configured to handle your "selectability" differently. → Read the specifics in the column to the right to learn more

By default Stratus Team will mainly mark you as selectable when you are: 

  • Enabled (yourself) for any available team
  • Online and available in MS Teams
  • Not already handling a call

Exceptions:

Note that your Team Selection status (enabled / disabled) does not affect the "selectable" status. The "Attendant State" widget reflects your capability to receive calls in general, regardless of Service Team availability.

(question) If you are selectable but still don't receive calls from your queue, try logging out of and back into Microsoft Teams to refresh your presence state. If this still doesn't work, check back with your Stratus Team administrator

By default Stratus Agent will mark you as selectable when you are: 

  • A defined Stratus Agent (done by an administrator) with corresponding traits for automatic distribution defined
  • Online and available in MS Teams
  • Not already handling a call

Exceptions:

An administrator can put special options in place to scenarios include

  • Selectable when busy: A "Busy" presence in Teams can be overridden by Stratus Agent settings to make your attendant state still appear as "Selectable".

  • Mark as not selectable: Stratus Agent can mark with a RONA state when not answering a call. You will be "Not Selectable" although your Teams presence is "Available".

(question) If you want this behavior changed, refer to your respective Stratus administrator.

7Teams

Allows you to "enable" yourself for call selection in one or several teams.

(lightbulb) The state can also be switched by your team administrator.

Disabling yourself in a team will remove you from the list of team members available for the call selection algorithm. The incoming call queue will be updated accordingly.No team selection. Agents are pooled and selected according to their traits. This is done automatically.
8Contact Search

Allows you to determine up to 7 favorites. The last transfer targets are listed at the bottom (if available)

(lightbulb) This list updates based on the call you are currently handling or when you search for users.

(info) More details on this UI element can be found on the Contact Search page.

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