SiX Agent

The Skybox integrated eXperience (SiX), is a contact-handling web application that enables you to interact with contacts using phone calls, voicemail, email, chat, work items.  SiX also supports the simultaneous use of multiple channels.

As you handle an interaction, SiX offers several tools to enhance your experience.  You can transfer interactions to other agents or skills, conference with the contact and another agent, place the contact on hold, disposition and tag the interaction to categorize it, and create reminders to reach the contact again at a later time. You can use the address book to quickly place calls, generally within your own organization.

The channels and features available in your instance of SiX depend on how your administrator has configured it. Some of the features in this guide may not be available for you.

Element Details
Agent State (1)

Your current state, next state, and next next state. Available means you are ready to take on new work; Unavailable, or any custom variation of the unavailable state configured by your administrator, means you are busy or away and unable to take on new work; Working means you are actively handling contacts. Depending on your organization's setup, you may or may not be able to take on more interactions when you are in the InboundContact or OutboundContact state. Your next state appears below the current state and the next next state will appear after the next state and the >>

Click the agent state bar to change your state or to log out. You can change your agent state while you are handling an interaction. Once you complete the interaction, SiX changes your agent state to the one you selected.

You must use the agent state bar and select Log Out to successfully log out of SiX.

Agent Leg (2)

Your connection to the contact center platform. You must be connected to the agent leg to handle voice contacts.

Contact Card (3)

Contact Cards will appear for Phone, Email, Chat, Voicemail, and Workitem contacts delivered in the system.

Coming Up (4)

A list of upcoming call commitments in your schedule. Clicking the blue plus will allow for the entry of new commitments in the system.

Personal Queue (5)

Interactions that you are not actively handling that are assigned to you. These interactions have usually been transferred to you specifically by another agent.

Queue (6)

The number of contacts in the queue that could potentially be routed to you. When you click a queue, an Active Queues window opens and displays all contacts waiting in queue, including those assigned to you. The detailed Active Queue count may vary slightly from the summary queue count because personal queued items are not usually routable.

The queue area includes each of the following queue types:

  • — The inbound calls waiting in the queues of all the inbound phone skills assigned to you.
  • — The work items waiting in the queues of all work item skills assigned to you.
  • — The chat interactions waiting in the queues of all the chat skills assigned to you.
  • — The email messages waiting in the queues of all inbound email skills assigned to you.
  • — The voicemail messages waiting in the queues of all voicemail skills assigned to you.
  • — The outbound calls waiting in the queues of all the outbound phone skills assigned to you.
Home (7)

Change view to Home view to connect to inbound and outbound contacts.

New (8)

Allows you to place calls or start outbound emails by opening a new window that contains your address book, your recent history, and a text field to manually type a phone number or email. Once a contact is selected, a skill must also be selected to initiate the call or email.

Messages (9)

Displays all messages from your supervisor or administrator. Unread messages are indicated by a blue counter icon.

Settings (10)

Opens a pop-over menu that contains troubleshooting information, a method for providing feedback about SiX to your administrator, custom personal settings, and a link to the online help.

Contact Indicator (11)

Custom contact indicators can be created for contacts to perform custom functionality such as popping a URL for your agents.