Overview
Bring LiveConnect, PulseGate, email, and VoiceLink into a single Agent Desk work surface.
Problem
Agents juggle multiple tools and tabs, losing context and missing SLAs across channels.
Solution
Agent Desk consolidates all channels into a unified queue with filters, saved views, collision detection, and a channel-aware composer.
How it works
Connect channels once. Agents triage from one queue, reply with the channel-aware composer, and see the right-rail Chronicle history for instant context.
Who is this for
Support Manager
Agent / Senior Agent
Operations Lead
Expected outcomes
- Reduced handle time with fewer app switches
- Consistent SLAs across channels
Key metrics
Average handle time
Baseline
540 seconds
Target
420 seconds
Agent tab switches per ticket
Baseline
8 count
Target
2 count
Gallery
Downloads & templates
Case studies
RetailCo collapses 4 tools into one
Omnichannel queue cut AHT by 22% and missed SLAs by 40%.
Retail Mid-market NA
Security impact
- Conversation content & metadata · PII: yes (contact identifiers)
Compliance
- GDPR (lawful basis & retention)
- SOC2 (access & change controls)
Availability & next steps
Free
Team
Pro
Enterprise