Agent Desktop is the workspace where your agents handle calls in SESTEK AgenticCX. It shows the state of the agent's phone line, lets them set their availability, find a colleague, contact or queue to call, and keeps a summary of their day within reach.
Open it from Agent Desktop (the headset icon) in the left menu. This article walks through the screen as an agent sees it when no call is in progress.
Watch the walkthrough
Who can use it
| Action | What it does | Permission needed |
|---|---|---|
| Open the Agent Desktop page | Use the phone, the status menu and the Copilot panel | View Agent Desktop |
The default Agent role includes View Agent Desktop. If a user cannot see the page, add the permission to their role (Administration, Identity management, Roles).
The idle screen
The screen has two areas.
- Call Management on the left is where calls are placed and answered.
- The area on the right shows the agent's own numbers for the day, grouped in cards.
At the top of Call Management, a badge shows the state of the phone connection. Ready means the phone is registered and can take calls. The number next to the phone icon is the agent's extension.
Set your status
The status menu is the headset icon in the right-hand rail, under the bell. It is available on every page, not only on Agent Desktop, and a tick marks the current status. The statuses are listed in this order:
| Status | How it is set |
|---|---|
| Offline | By the agent |
| Available | By the agent |
| On Call | Automatically, marked AUTO |
| ACW | Automatically, marked AUTO |
| BCW | Automatically, marked AUTO |
| Training, Meeting, Break, Short Break, Lunch Break | Listed below the automatic ones |
An agent cannot pick On Call, ACW or BCW by hand: they are greyed out and the system sets them while the agent is on a call or in wrap-up. The Work time today card breaks the day down by status.
Find someone to call
Click the box under the connection badge. It first asks Where do you want to search? and offers three places:
| Place | What you can search by |
|---|---|
| Agent | Name or extension |
| Contact | Contact name or number |
| Queue | Queue name |
Choose one, then type. The place you chose stays in the box as a coloured tag; select the x on the tag to change it.
Contacts
Contact results list the contact's name and phone number. These are the contacts of your Contacts page, so a contact you add there can be found here.
Agents
Agent results show each colleague's current status. An agent who is Offline is shown with an Offline badge and cannot be selected: hovering over the row says User not available.
Queues
When nothing matches, the list says No results found.
Dial a number
You can also type a phone number straight into the box. When a number is there, the wide call button below the box turns green.
The keypad
The button to the right of the call button, Open Keypad, opens a dial pad with the digits 0 to 9, star and hash. Select it again to close it.
Your day at a glance
The cards on the right summarize the agent's day:
| Card | What it shows |
|---|---|
| Call volume | Incoming, Missed and Rejected call counts |
| Handle time | Average handle time, Before call work and After call work |
| Break today | Time spent in Break, Short Break and Lunch |
| Work time today | Time worked today against a target shown as 8 h, split into Available, On Call, ACW, Training, Meeting and BCW |
Three buttons sit at the top right of this area. Widgets opens the panel list described below, Refresh reloads the numbers and Collapse hides the cards so the area is clear. Select the same button again to bring them back.
Choose your Copilot panels
Select Widgets to open the list of Copilot panels. The panels are Session Summary, Charts, This Call, Call Note and Previous Calls. The minus button next to a panel hides it, and hidden panels move to an Available list where the plus button brings them back. The choice is saved per user, so every agent keeps the layout they prefer.
Good to know
- The status menu is in the right-hand rail, so an agent can change their status without leaving the page they are working on.
- On Call, ACW and BCW are set by the system and cannot be chosen.
- Contacts, agents and queues are searched with the same box: choose the place first, then type.
- An agent who is Offline cannot be selected as a call target.
- The numbers on the right are for the current day.