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.
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.
The Sidebar (located at the left) acts as main view selection for Attendant Console. Use it to shift between your daily tasks and routines.
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 Title||Description / Purpose||Stratus Team Specifics||Stratus Agent Specifics|
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.
You or your team owner can do this manually.
No team enability must be set, the queue is handled automatically based on:
Shows the corresponding call queue of all services / teams of which you are a part of.
Shows queue for all teams you are currently "enabled" for.
Also see → "Attendant State" in table below.
Shows the queue for all calls. Call distribution is managed automatically based on your Teams presence.
Also see → "Attendant State" in table below.
|3||Longest Waiting||Shows the highest waiting time entry in the Incoming Call Queue.||Shows you the maximum wait time for entries of teams you currently are "enabled" for in the Team Selection.||Shows maximum wait for callers assigned according to the agent criteria and service called.|
Call Context / Service Line
(shows "No Conversation") by default
Show various metrics about the current queue and the call you're currently handling.
Their use and status changes are explained during Call Handling.
Shows Service Line of the ongoing call.
Displays info (default "No Conversation") during a call. Changes states to either:
As there can be two ongoing calls during Consultation Call scenario (Active and On Hold) this widget will focus on the call with customer.
Details on this UI item are explained in Conversation Hub
Provides you with a "Selectable for calls" display, as seen from the Stratus point of view. Uses a simple "green or red" signal form.
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:
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.
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:
An administrator can put special options in place to scenarios include:
If you want this behavior changed, refer to your respective Stratus administrator.
Allows you to "enable" yourself for call selection in one or several teams.
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.|
Allows you to determine up to 7 favorites. The last transfer targets are listed at the bottom (if available)
This list updates based on the call you are currently handling or when you search for users.
More details on this UI element can be found on the Contact Search page.