Navigating Skylight Desktop

After you've logged in to Skylight Desktop, you'll see the welcome screen and can access the status menu:

	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	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.
4	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.
5	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.
6	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.
7	Tenant	The name of the tenant that you're currently logged in to.
8	Log Out	Click to log out of the Skylight Desktop.
9	Statistics	Click the gear to select the statistics you want to show.
10	Customer Management Panel	Contains your contact's details and history. You can also search for, add, and merge contacts here. Click the arrow to expand and collapse the panel.

Main Areas and Panels

Skylight Desktop 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, add notes, and other work related to your interaction.
3	Customer Management Panel	Contains your contact's details and history. You can also search for, add, and merge contacts here. Click the arrow to expand and collapse the panel.
4	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.
5	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.

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