Agent Desktop

The Agent Desktop is where live human agents handle conversations that the bot escalated or that came in on a channel routed directly to humans. It's a separate portal from Operations (where builders design bots) and Tenant Admin (where the tenant is managed).

Sections

• Getting Started — first login for a new agent
• Inbox — work-item queue, wrap-up
• Chat — chat conversations, messages, transfers
• Voice — softphone, call handling, video
• Customer 360 — customer context panel
• AI Assist — real-time AI coaching (Assist solution)
• Supervisor — live monitoring, queues, risk, wellness
• Analytics — agent + queue analytics
• Settings — personal preferences, notifications

Who uses the Agent Desktop

Agents — handle live conversations. See their own queue + assigned conversations.

Supervisors — monitor agents in real time, review conversations, adjust routing, handle escalations.

Analysts (read-only) — dashboards + historical conversation data.

Where it lives

Every tenant has an Agent Desktop at app.<your-org>.<env>.adaptcx.ai. Log in with the same credentials as any other AdaptCX portal; the portal you can access depends on your user_type + roles.

Live vs. bot conversations

The Agent Desktop handles conversations after they've either:

• Been escalated by a bot via Handoff
• Arrived on a channel routed directly to human queues (no bot flow)
• Been initiated by an agent proactively (outbound campaigns)

Bots don't run "inside" the Agent Desktop — they run in the orchestrator service. The Agent Desktop displays their transcript history when a conversation is escalated but doesn't execute the bot flow.

Multi-channel

An agent can handle chat, voice, and video from the same interface. Concurrent conversations across channels are supported (subject to your queue configuration).

Related

• Handoff node — where bot conversations arrive from
• Supervisor Live Monitor — what supervisors see