The Agent Desktop is where you're able to accept tasks, make calls, send messages, and view information about customers. This is the page you'll land on once you log in to Regal.
Task List (or task queue)
The Task List on the left contains all tasks that need your attention. Tasks can either be outbound calls (this will vary according to your brand but typically these will be created from a journey, missed inbound call, callback request, or scheduled callback), inbound calls, inbound SMS, or inbound email messages. You can manually create an outbound SMS or email task, but automated outbound SMS do not generate tasks unless responded to. The task list includes tasks that have been already accepted by you (status - Assigned) and those available for you to accept (status - Reserved).
Task List
Activity Feed
The Activity Feed is the middle section containing the conversation history of the customer, and includes summaries of past calls and conversations with agents. At the bottom of the feed is where you would message a customer to send an outbound SMS or email. For more information on SMS, check out our article on How to Work with SMS Tasks. For more information on Email, check out our article on How to Work with Email.
Activity Feed
Contact Information (default position of the right rail)
The Contact Information section on the right includes all relevant details about the customer (such as their subscription preferences). This is completely customizable by your manager and can house all the customer data you need to have a great conversation. You can also subscribe or unsubscribe the customer upon their request.
Contact Profile
Campaign Information (secondary selection in the right rail)
The megaphone icon in the right rail will toggle from the Contact Profile to the Campaign information tab. Use this view to see things like the number they dialed, the type of task, and any other relevant campaign information available. This is also completely customizable.
Campaign Information
