Agent Guide

The Agent role in iCalls is designed for support and sales representatives who handle live video calls from website visitors. This guide explains how to use the Agent Dashboard effectively.

Overview

As an Agent, you can:

Receive and handle incoming calls
Join and leave call queues
Manage your availability status
View call history and performance metrics

Agent Login

Agents log in using credentials provided by the Organization Admin.

Login Steps

Open the iCalls login page
Enter your email address
Enter your password
Click Login

📌 If you forget your password, use the Forgot password option.

Agent Dashboard

After logging in, you land on the Agent Dashboard, which provides a real-time overview of your activity.

Dashboard Metrics

Total Calls — Total calls handled
Missed Calls — Calls missed by the agent
Average Duration — Average call length
CSAT — Customer satisfaction score (if enabled)

Call Queue

The Call Queue page is the primary workspace for agents to view, manage, and handle incoming customer video calls in real time. It provides full visibility into queued, active, and in-progress calls.

📍 Accessing the Call Queue

Log in to your Agent Dashboard
From the left sidebar, click Call Queue

The page updates automatically as new calls arrive or call statuses change.

📊 Call Queue Overview Cards

At the top of the page, summary cards provide a real-time snapshot of queue activity:

Total Calls in Queue — Waiting, ringing, on-hold, and active calls
Active Calls — Calls currently handled by agents
Waiting Calls — Calls waiting to be picked up
Longest Wait Time — Maximum waiting time among callers

📌 Use Longest Wait Time to prioritize older calls first.

🔍 Filters & Search

By Status Filter

Waiting
Ringing
In Progress
On Hold

Live Search

Caller name
Phone number
Agent name

Search results update instantly as you type.

🏢 Selected Organization

If you are associated with multiple organizations, use the Selected Organization dropdown to filter calls.

Only calls from the selected organization are displayed

📋 Call Queue Table (Detailed View)

Displayed Columns

ID — Unique call identifier (e.g., CQ1, CQ2)
Caller — Name or phone number
Queue Time — Time spent waiting (updates live)
Assigned Agent — Agent handling the call
Status — Current call state

Call Status Meanings

Status	Meaning
Waiting	Caller is waiting for an agent
Ringing	Call is being offered to an agent
In Progress	Call is currently active
On Hold	Call is temporarily paused

Statuses are color-coded for quick recognition.

🎧 Actions Column

Pick Up

Click Pick Up to accept the call
You’ll enter the pre-video call screen, then the live call

More Options (⋮)

Additional actions may appear based on role and permissions

🚨 Force Exit All Rooms (Admin-Controlled)

Visible only to supervisors or admins
Ends all active calls immediately
Used during emergencies or system issues

⚠️ Agents should use this only when instructed by an admin.

✅ Best Practices for Agents

Monitor Longest Wait Time regularly
Prioritize Waiting and Ringing calls
Use Live Search during high call volumes
Keep availability status ON
Respond promptly to reduce wait times

🧠 What Happens After Picking Up a Call?

Enter the Pre-Video Call Screen
Configure microphone, camera, and background
Start the Live Video Call
Use in-call tools: mute, camera toggle, chat, screen share

These screens are documented separately under Video Call Experience.

Notifications

The dashboard shows:

Call alerts
Queue updates
System notifications

📌 Always keep notifications enabled for real-time updates.

Best Practices for Agents

Join the queue only when ready to handle calls
Keep availability status accurate
Respond quickly to reduce wait times
Maintain professional communication
Review call metrics to improve performance

Agent Permissions

Feature	Agent
Receive Calls	✅
Join / Leave Queue	✅
View Call Queue	✅
View Call History	✅
Create Widgets	❌
Manage Agents	❌
Configure AI Agents	❌