Navigation & Layout

The MotionCX Agent softphone contains a streamlined user interface that focuses on user experience and efficiency. The application contains four main sections: Navigation Menu, Header, Call Panel, and Content Panel.

Home: Displays information pertaining to the current interaction
History Provides a list of past calls along with their related information
Contacts: A lookup for external customer contacts and internal system users
Destinations: A list of destinations such as workflows, queues, ring groups, etc.
Parked Calls: Parked calls available for retrieval
Help: Information related to the MotionCX Agent installation
Settings: Configuration for audio devices and phone types
Profile: User information and Logoff

Header

The options displayed on the header bar include:

Phone Information: Phone type and extension configured
Agent Capacity: The number of active calls vs. possible concurrent calls
Agent Workstate: Current agent workstate

Call Panel

The call panel displays active calls and the controls for those calls. On the History page, the call panel also provides a list of previous inbound and outbound calls.

Content Panel

The content panel displays information pertaining to the option selected from the left navigation menu. While on an active call, the content panel may provide the associated case form and/or actions for the call such as transfer and conference.

Searching

Basic search functionality is used throughout the MotionCX Agent application. To search, enter your search criteria and press enter or click the magnifying glass button. To clear and refresh search results, click the X button within the search field.

Pagination

In many areas of the application, multiple pages of information will be available. Use the pagination controls shown in these areas to navigate through additional pages.

Refreshing Data

The most recent data is always loaded when navigating to a screen, but in some areas, data can be added or updated by other users while you are viewing the same or related data. In those areas, a refresh button is provided. If needed, click on the Refresh button to load the most recent data.