- 23 Feb 2023
- 2 Minutes to read
- Updated on 23 Feb 2023
- 2 Minutes to read
The Infinity Desktop app for enables you to handle and simplify your communication with colleagues and contacts.
The app consists of many modules, here's a few of them:
1. Current call
4. Side Menu
Understand and handle your ongoing calls. This panel will only show when you have an active call.
In current call you find name, calling number, talk time and name of contact in the integrated system, if connected with an integration.
You can automatically or manually open the customer card in your CRM.
Read more about Integrations.
The panel displays a dynamic timeline of the current call to give you the history of the call so you know if it's a direct call or an call transferred to you. It also gives you a heads up if the caller has been waiting in queue for a long time. Each step in the timeline is represented with one of the below icons, relative timestamp and a helping text.
IVR - Voice menu played
IVR - Voice menu choice
Call answered by colleague
Group - call arrived in Queue
Warning - SLA breached in queue
Return transfer - Agent didn't pick up call
More - If events exceeds 9
The same Dynamic Timeline can also be shown in the Call history when a call has ended.
In Users you can see your coworkers active profile (available, busy, in a meeting et.c.) from the telephone system.
This helps making a decision how you should contact the coworker in question.
In the Queues panel you will find your organizations call queues listed with their current status.
In this view you can see how many callers that are waiting in queue right now, how many Agents that can handle callers, average wait time and your call queues service level as of given moment. You will also be able to forward or call or transfer calls to your queues.
Tip: Name your queues so you and your colleagues know what they work with in that queue.
In the Side Menu you set your own status, and can also find other functionality such as:
Automations & Integrations
Call Flow Control
Search / Call
Here's the place where you enter the number you would like to dial, or to filter Contacts and Queues depending on which tab you've chosen. It will filter on name, number, tags or whatever might match the contact you are looking for.
Tip: If you don't find who you are looking for but know the number, you can type the number in the search field and get it as an option in your Contacts section.