The Agent Console is the single point of entry for call center agents to access interconnected information. It provides a 360 degree view of the caller’s contact information, along with any previous interaction history including phone calls, service requests and their resolutions and notes. This allows the caller to only have to “tell their story once” and prevent the dreaded hand-off to another call center agent, which improves call handling satisfaction for both the citizen and the call center agent.

The Agent Console is a single window consisting of three panes:

The call center agent can also open tabs from the middle pane to access existing information in Dynamics 365.

How to Log into the Agent Console

Once you have logged into Dynamics 365, navigate to Velocity 365 and then select Agent Console as shown.

The Agent Console Home screen appears.

How to Log out of the Agent Console

To log out of the Agent Console, click on the user icon then select Sign out to end the session

Navigating the Agent Console Screen

When navigating in the Agent Console, new contacts or cases open up in tabs within the Agent Console home screen.  The most recent tab is always shown on the left and you can click on any of the tabs to take you to that specific tab.  You can close any one tab by clicking on the “x” beside the tab name.  You can also close all tabs and completely refresh the home screen by clicking on the refresh icon in the top right hand corner of the screen.