Navigating Skylight

After you've logged in to Skylight, you'll see the welcome screen.

 
  Object Description
1 Welcome Screen and Statistics The welcome screen contains your display name, average handle time, the interactions count, and customer satisfaction scores (CSAT) for the interactions you handled for the current day. As you work with interactions, these statistics automatically update.
2 Current State

Your current state, which is either Ready, Not Ready, or a presence reason you selected for Not Ready. Click your current state in the global footer to open the status menu to take actions (such as change your state or log out) or to view information (such as the tenant you're logged into).

Below your state is a timer that indicates how long you've been in your current state. The length of time is shown in hours, minutes, and seconds (hh:mm:ss).
3 Statistics Click the gear to select the statistics you want to show.

When you click your status on the global footer, the status menu is displayed.

 
  Object Description
1 Ready State If you are currently in a Not Ready state, you can click Ready in the status menu to become available to accept work.
2 Not Ready State

If you are currently in a Ready state, you can click the appropriate presence reason in the status menu to go Not Ready. As a result, no new work offers are assigned to you. If you are currently working with interactions, you can continue to work with the interactions while you are in a Not Ready state.

The list of available presence reasons in the menu is configured by your tenant administrator.
3 Active Voice Pathway The extension that you are currently using. If you have more than one extension, for example, a PSTN extension and a WebRTC extension, click to open the menu to show all of your extensions. Select the extension you want to use.
4 Mode

The direction for interactions. You are logged in as Inbound by default. You can switch between directions from any logged in state by clicking on the direction and making your selection.

  • Inbound: You will only receive inbound interactions. For example, inbound or transferred interactions. This includes queue callback requests because they are created by an inbound customer in queue.
  • Outbound: You will only be offered outbound interactions that you did not initiate. For example, interactions created by a customer requested call.
  • Do Not Disturb Outbound: You will not be offered any inbound or outbound interactions. The only interactions are those with a direction of Agent Initiated that you initiate. For example, interactions you create by using the dial pad, Click to Dial, or Click to Email.
5 Tenant The name of the tenant that you're currently logged in to.
6 Log Out Click to log out of the Skylight.

Main Areas and Panels

After you accept an interaction, the view updates to display the primary content area. The contents of the primary content area depends on what type of interaction you are working with. To view specific overviews of the view for each interaction type, see:

Regardless of the interaction type, Skylight consists of the following main areas:

 
  Name Description
1 Interactions Management Panel Contains all active interactions that you are currently working with and the global phone controls.
2 Primary Content Area The primary workspace area that enables you to send messages, view scripts, and other work related to your interaction.
3 Toaster Notifications

Notifications of new interactions being offered to you. Click the notification to accept the work. To reject the work, wait for the countdown next to the contact's name or identifier to reach 0. The work is then offered to the next available agent.

4 Global Footer

Shows your current state and the reporting statistics that you have selected. Clicking your state opens the status menu where you can change your state, view the tenant you're logged in to, or log out.
5 Actions

Use to Actions drop-down menu to perform the following actions:

  • Reply and No Reply for email interactions
  • Hang Up for voice interactions.
  • End Chat for messaging interactions.
  • Wrap Up On enables the wrap up feature.
  • Wrap Up Off disables the wrap up feature.

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