Agent Portal — For Agents and Supervisors

The Agent Portal is the day-to-day workspace agents and supervisors actually use — separate from the admin settings covered elsewhere. It includes a personal Dashboard, a unified Ticket inbox across every support channel, a built-in Softphone, live Queue Monitoring (for supervisors), a shared team Contacts directory, and a full built-in Webmail client with filtering Rules.

This article covers: Dashboard, Tickets, the Softphone, Queue Monitor, Contacts, and Webmail & Email Rules.

Dashboard#

The Dashboard is your home screen when you log in, and it's customizable — every card (widget) can be dragged into a new order or hidden entirely.

How to customize your Dashboard

1. Click Manage Widgets (top right of the Dashboard).
2. Check or uncheck any widget to show or hide it.
3. Close the panel. To reorder widgets, drag a widget by its header (the grip handle) and drop it where you want it — your layout is saved automatically and is personal to you (an agent's layout and a supervisor's layout are kept separate).
4. Hover over any widget's title for a short explanation of what it shows.

What's on an Agent's Dashboard:

• My Calls Today / This Week and My Tickets Today / This Week — your own personal call and ticket counts.
• Ticket Workload — your open and pending tickets, broken down by channel (call, email, WhatsApp, etc.).
• My Ticket Volume / My Call Volume — charts of your own activity over time.
• My Calls by Direction — the split between your inbound, outbound, and internal calls.
• Top Call Contacts — the contacts you've called or been called by most often.
• Trend Comparisons — how today compares to yesterday, and this week to last week.
• Quality Scorecard — First Contact Resolution, SLA compliance, and escalation rate over the recent period.
• Customer Sentiment — how positive, neutral, or negative recent customer messages have been, based on a keyword heuristic.
• Tickets Needing Attention — your own open tickets flagged for negative sentiment, an overdue escalation, or going idle.
• Call Flow Today — which IVRs, queues, and Caller IDs handled today's calls.
• Queue Callbacks — (if Callback is configured on a queue you're in) how many callback requests came in and how many were actually completed.

What's on a Supervisor's Dashboard (a broader, team-wide view):

• Tickets (team totals: opened, closed, pending, resolved), Ticket Workload, Active Calls across your team's queues.
• Slowest to Open a Ticket / Best Performer leaderboards.
• Agent Breakdown — a per-agent table of ticket and call activity across your team.
• Quality Scorecard, Customer Sentiment, Emerging Issues (recurring topics showing up across multiple customers recently), Queue KPI Compliance (how well your queues are meeting their configured service-level targets), Agent KPI Scorecard (per-agent performance metrics), Tickets by Category (30 days), Call Flow Today, and Queue Callbacks.

A row of period buttons (Today / This Week / This Month / This Quarter / This Year) near the top lets you change the time window several widgets are calculated over.

An agent's Dashboard in the Agent Portal

Screenshot needed · agent-dashboard

Tickets#

Every customer conversation — whether it started as a phone call, an email, a WhatsApp message, a Facebook message, or an Instagram message — becomes a Ticket. The Tickets screen is your unified inbox across all of these channels.

The Ticket List#

• A left-hand channel list lets you filter to Call, Email, WhatsApp, Website, Instagram, Facebook, or TikTok tickets, each showing a red badge with its unread count.
• Columns include: Ticket Number, Subject, Requester, the assigned Agent and Queue (shown as colored tags), Priority (Low/Medium/High/Urgent, color-coded), Status, Age, and last activity Timing.
• A small dot next to the ticket number marks it as unopened by you.
• A blue "Super" badge marks a ticket that has other tickets merged into it; a grey "Sub" badge marks a ticket that was merged into another one.
• Use the search box, column sorting, and bulk actions (change status, hand over, or reassign to yourself) across multiple selected tickets at once.
• A Requests view (with its own badge) shows hand-over/reassignment requests awaiting your decision.
• A Categories view lets supervisors manage the ticket category list used for tagging and reporting.

How to Reply to a Ticket#

1. Click a ticket to open it.
2. The right-hand panel shows Status, Priority, and Assigned Agent — change any of these and save.
3. Depending on the ticket's channel, a reply box appears for that channel specifically:
   • Email — a full To/Cc/Subject reply form with rich text formatting.
   • WhatsApp — a chat-style message box (with emoji picker) that replies within WhatsApp's own messaging window.
   • Facebook / Instagram — a chat-style message box replying through that platform's Messenger API.
   • SMS / Call — an SMS reply box, with a running character/segment counter, plus access to the call recording (play or download) if the ticket came from a recorded call.
4. Type your reply and send. The full back-and-forth appears as a running conversation on the ticket.
5. Add an entry to the Ticket Tracking Thread for important internal details about this ticket — these timestamped entries are what gets compiled automatically into the Root Cause Analysis report emailed to the customer when the ticket closes.
6. Change Status to Closed or Resolved when you're done. An Assignment Tracker log on the ticket shows every assignment, reassignment, close, and reopen event.
7. If the ticket needs another agent's attention, use Reassign (if you have permission) or submit a hand-over Request for a supervisor/admin to approve.

The Softphone#

The built-in UCBC Softphone is a small floating widget available throughout the Agent Portal, so you can make and receive calls without leaving whatever page you're on.

• Dial pad — type a number and call, or dial from Recent/Contacts.
• Answer / Reject — incoming calls ring with your chosen ringtone and show the caller's name when available.
• Hold — puts the active call on hold ("On Hold" indicator shown) while you do something else.
• Transfer — start a transfer, dial the destination, and complete it; works alongside Add Call (merge) for a quick warm handoff.
• Mute (microphone) and Speaker mute toggles.
• Recent — your recent call history, showing the other party's Caller ID name when known, with click-to-redial.
• Contacts — your shared team directory, searchable, with click-to-dial.
• Outbound Caller ID picker — if your extension has two or more Caller ID/trunk identities configured, the softphone asks which one to use before placing each outbound call.
• Ringtone settings — pick and preview your own ringtone from the settings (gear) tab inside the widget.

The built-in Softphone panel in the Agent Portal

Screenshot needed · agent-softphone

Queue Monitor (Supervisors)#

Supervisors can watch queue activity live under Queue Monitor, which has two views:

• Live — a real-time table of agents, their status, and calls currently in the queue(s) you supervise.
• Activity Log — a searchable history of agent login/break/logout events over time, letting you look back at when an agent went on break, came back, or logged out, and review supervisor actions taken on specific calls.

Contacts#

The Contacts tab is a shared team directory of saved phone numbers — used throughout the portal and softphone for click-to-dial and caller-ID lookups.

• Public contacts are visible to every agent and supervisor in your domain.
• Private contacts (marked with a lock icon) are visible only to the person who saved them.
• Supervisors can add, bulk-delete, and manage this shared directory.
• An Auto Contact tab separately and automatically collects every external number (and, for email, every external address) your domain has called, been called by, emailed, or been emailed by — no manual entry needed. These lists stay in sync automatically as broadcast lists under Notification Center.

Webmail & Email Rules#

The Agent Portal includes a full built-in email client, so agents can manage their linked mailbox without a separate mail program.

Folders & Basics#

• Standard folders: Inbox, Drafts, Outbox, Sent, Junk, Trash — plus any custom folders you create.
• Compose a new message with a rich-text editor (bold/italic/underline, bullet lists, text color, clear formatting), attach files, and set a signature and default font from Settings.
• Multi-select messages the way you would in a desktop mail client: click one, then Shift-click to select a range, or Ctrl-click to add individual messages to the selection.

Right-Click Menu#

Right-click any message for a context menu with: Copy to folder, Move to folder, Quick Print, Reply, Reply All, Forward, Mark as Read, Junk, Delete, Create Rule from Sender, and (for the Outbox) Retry.

How to Create an Email Rule#

Rules automatically move or copy incoming mail into a folder based on who it's from, who it's to, or its subject.

1. Open Rules from the left-hand menu (or right-click a message and choose Create Rule from Sender to pre-fill the condition for you).
2. Enter an optional Rule Name.
3. Set the Condition — choose From, To, or Subject, and enter the text it must contain.
4. Set the Action — Move to or Copy to a folder, and choose the target folder.
5. Check Stop Processing if no further rules should run once this one matches (this is checked automatically when the action is Move).
6. Click Save.

Existing rules are listed in the order they run — use the up/down arrows to reorder them, the toggle to enable/disable one without deleting it, the play icon (Apply Now) to run a rule against mail already sitting in your Inbox, and the trash icon to delete it.

Field Reference#

Tips & Common Issues#

• A dashboard layout is personal and per-role. If you're both an agent and a supervisor on different sessions, each gets its own saved widget layout.
• Hovering a widget's header shows a tooltip explaining exactly what it measures — useful if a number looks surprising.
• Create Rule from Sender is the fastest way to set up filtering — right-click the message, and the From condition is pre-filled for you.
• A rule set to Move always stops further rules from running on that message; a rule set to Copy does not, by default, unless you check Stop Processing yourself.
• Private contacts never appear to anyone but the person who saved them — use Public only for information the whole team should see.
• The Outbound Caller ID picker only appears when it's actually useful — if your extension has just one identity configured, the softphone places the call immediately without asking.