Classic/New Agent Console Comparison - Mitel

Created by Seb Coulthread, Modified on Wed, 24 Apr 2024 at 01:06 PM by Jack Hooper

A guide for embedded console users within Mitel

Talkative's redesigned agent console gives agents an updated modern feel, plus a number of feature enhancements.

Old Console - Mitel

Old Console Embed

The new console is shown below.

New Console - Mitel

New Console Embed

Please note that only the area highlighted in red below will change:

New features

Please view this video for a comparison between old and new console: 

 

You will notice a few obvious visual changes:

1. A connection status icon is now always present: Customer Disconnected Notification
The customer's current webpage is also shown here

2. Split screen mode: Split screen view

3. Internal messages / supervisor whisper: Supervisor Whisper [Internal Messages]

4. Chat thread layout: only a small visual change, but agent/customer messages are now more easily distinguished from each other

5. Agent suggestions: canned messages are still accessed via ##, however a new fuzzy search shows canned messages automatically, as well as AI-generated agent suggestions to agents

 

 

Was this article helpful?

That’s Great!

Thank you for your feedback

Sorry! We couldn't be helpful

Thank you for your feedback

Let us know how can we improve this article!

Select atleast one of the reasons
CAPTCHA verification is required.

Feedback sent

We appreciate your effort and will try to fix the article