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Thirdlane

Agent Panel

The Agent Panel is the web workspace a contact center agent uses during their shift. It ties an agent’s login to a physical phone, shows the queues they serve, and surfaces caller information from the CRM so the agent has context the moment a call connects. It exists so agents can work from a browser without memorizing feature codes, while still taking calls on a real desk phone or softphone.

Agents log in to the web Agent Panel using the web user id and password created in the Agents section of the Configuration Manager.

The initial Agent Panel screen shows the assigned Queues greyed out to indicate that the Agent is not logged in and won’t be receiving calls from any Queues yet.

Connecting to the Call Center

To start receiving calls, the Agent clicks Connect to Call Center, selects a phone from the list of phones available to Call Center Agents (the “Include phone in Call Center phone pool” option on the User Extension screen), then receives a call and logs in using the Agent’s Call Center agent number and password. This pairs the agent’s session with that specific phone, so queue calls ring the right device.

CRM Lead Capture and Caller Lookup

When the Agent Control Panel is open and the Agent receives a call from (or dials a number associated with) a Lead or Contact stored in your CRM, the associated information is displayed automatically - so the agent greets a known customer with full context. For calls to or from numbers not in the CRM, Agents can enter lead/contact information and store it on the spot, turning an unknown caller into a tracked record. They can also enter call notes that are associated with the related entity (Lead or Contact), building the activity timeline as they work.

Disconnecting from the Call Center

The Agent remains logged in (using the selected phone) even after logging out of the Agent Portal or closing the Agent Panel screen. This is deliberate - closing a browser tab shouldn’t drop an agent out of the queue mid-shift. To fully stop receiving calls, the Agent clicks the Disconnect from Call Center button.

An Agent will be logged out if another Agent selects the same phone and logs in.

Best practices

  • Disconnect at the end of a shift. Because closing the browser does not log the agent out, agents should click Disconnect from Call Center so queue calls don’t ring an unattended phone.
  • Capture unknown callers immediately. Adding a lead or contact during the call keeps your CRM complete and gives the next agent context.
  • Add call notes before wrapping up. Notes entered from the panel attach to the contact or lead and appear on their activity timeline.