Customer Interaction is the part of SESTEK AgenticCX where customers and your teams meet: a customer is kept as a contact, calls reach your agents, agents work them in Agent Desktop, every handled call is recorded as a conversation, and supervisors follow the results on the Dashboard. This page is the map. It tells you which screen does what, where to find it, and which article to read next.
Watch the walkthrough
Find the right article
| I want to | Read |
|---|---|
| Handle calls as an agent: set my status, find someone to call, see my day | Agent Desktop |
| Keep customer records, search them, import or export them | Contacts (Mini CRM) |
| Look up a past call and follow how it was handled | Conversations |
| Message a colleague without leaving the application | Chat |
| Follow session counts, AI and human agent results and customer satisfaction | Dashboard |
| Call customers in bulk, as a campaign | Campaigns (the outbound overview) |
| Set up the queues that incoming calls wait in | Queues and Skills |
How an interaction flows
- The customer exists as a contact. Contacts keeps one record per customer, with phone numbers, email and segments. The same details appear next to a live call in Agent Desktop, and a contact can be found from the Agent Desktop search box.
- A call reaches an agent. Incoming calls wait in a queue until an agent is free. Queues are defined in Settings. Agents can also place calls themselves from Agent Desktop, and campaigns place outbound calls for you.
- The agent works in Agent Desktop. The agent sets their status and works the call. The system sets On Call, ACW and BCW automatically.
- The result is recorded in Conversations. Each handled call becomes a row with the caller, who handled it (a person or the AI agent), the queue, the start time and the duration. A call also appears in the call history of its contact.
- Supervisors follow the outcome on the Dashboard. Session counters, the Session Trend chart and metric cards such as AI Resolved Rate, Handover Rate, Average Handle Time and Wrap-up Codes show how the work is going.
Chat runs alongside this flow. It is a messenger for your own team, so an agent can ask a supervisor a quick question. It is not a channel for talking to customers.
Where each screen is
| Screen | How to open it |
|---|---|
| Dashboard | Dashboard in the left menu |
| Agent Desktop | Agent Desktop (the headset icon) in the left menu |
| Contacts | Contacts in the left menu |
| Conversations | Conversations in the left menu |
| Campaigns | Campaigns in the left menu |
| Queues | Administration, Settings, Queues |
| Chat | The chat icon in the right-hand bar. Chat has no entry in the left menu |
| Agent status | The headset icon in the right-hand bar, available on every page |
The left menu also shows Campaign Pipeline Health and Administration. You only see the entries your role is allowed to use.
Who sees what
| Screen | Permission needed | In the default roles |
|---|---|---|
| Agent Desktop | View Agent Desktop | Agent |
| Contacts | Every signed-in user can open the page. Viewing a contact's detail page needs View Contact Detail, and creating or changing contacts needs Edit Contacts | Agent and Supervisor can view and edit contacts. View Contact Detail is not part of either role |
| Conversations | View Conversations | Supervisor |
| Dashboard | View Dashboard. Without it the entry does not appear in the menu | Supervisor |
| Chat | Messaging | Agent. Searching and Setting management are not part of it |
| Queues | Agent Management | Not covered here, see the Queues article |
To give a role more access, go to Administration, Identity management, Roles, choose Actions and Permissions. The most common case is a team that needs call history: the default Agent role does not include View Conversations, so grant it if agents should see it.
A closer look at each step
Contacts
The list shows each contact's name, phone, email and segments, plus when the record was last updated. Select a name to open the contact.
The detail page has the caller information on the left and the call history on the right, with counters for the last 7 days, the last 30 days, the last year and in total. This is where the calls recorded in Conversations come back to the customer. Everything else about contacts, such as filters, import and segments, is in the Contacts (Mini CRM) article.
Agent Desktop
Call Management on the left is where calls are placed and answered. A Ready badge shows that the phone is registered, and the number next to it is the agent's extension. The cards on the right show the agent's own day: call volume, handle time, break time and work time.
The status menu in the right-hand bar sets the agent's availability. A tick marks the current status. On Call, ACW and BCW carry an AUTO mark because the system sets them. An agent can place a call from the row menu of a contact or from the conversation history only when their status is Available and an outbound number is configured. The details are in the Agent Desktop article.
Conversations
Conversations is the call history. Each row shows the caller, who handled the call, the queue, the start date and the duration. A tag such as AI to Queue shows that the AI agent handed the call over to a queue. You can pick a period, search, and filter by direction, agent, queue, wrap-up code, transfer type and duration. Conversations is read only.
Select the arrow at the start of a row to open the journey of the call, step by step. Here the AI agent answered first and the call then went to the Sales queue. Hover over a caller to see their contact card. For a number that does not belong to a contact, the card offers Create Contact. See Conversations for every filter.
Chat
Select the chat icon in the right-hand bar. The conversation list is on the left and the open conversation on the right. A number next to the icon shows how many messages you have not read. All names and messages in this picture are fictional. Chat is described in full in the Chat article.
Dashboard
The Dashboard opens on the last 30 days. It shows the Human Agent Sessions and AI Agent Sessions counters, the Session Trend chart and metric cards. You can change the period (today, last 7, 30 or 90 days, or a custom range) and build your own board with the Widget Control Panel. The first screenshot on this page shows the Dashboard. Cards and their meaning are in the Dashboard article.
Good to know
- Times and dates follow your tenant's time zone and date format, set under Settings, Localization.
- The screens share their data. A contact created on the Contacts page can be found in the Agent Desktop search, and a call handled in Agent Desktop shows up in Conversations and in the call history of its contact.
- Outbound calling is a separate area. Campaigns choose who to call by contact segment, and agents then work those calls in Agent Desktop. Start with the Campaigns overview.
- The Last Updated badge at the top of the Dashboard shows when its data last arrived. Select it to see the update time of each card.