The following sections provide a walkthrough of Ignite’s
interface. While this section contains some procedures for viewing
and orienting Ignite, agents can access in-depth information on
how to use Ignite by following the cross-references throughout.
The following sections describe how agents can use Ignite to:
- View agent state and state statistics
- Access agent handling statistics
- Launch Ignite
- Sign in and sign out
- Reconnect Ignite
- Post feedback and view forums
- Report performance issues
- Configure Ignite dashboards
- Configure agent profiles
- Manage agent group presence and agent status
- Handle calls and perform in-call actions, such as transferring
calls, tagging calls with Account Codes and Classification Codes,
and requesting help
- Remove Work Timer (if enabled for the queue)