A Utility’s icon will appear depending on how it has been configured, During an active call/chat or During ACW, and whether or not the Workflow in which it has been configured is specific to a queue or group of queues.

To use the Utility, simply click on the relevant Utility icon in the Main or Side Panel Tab Bar.

Multiple Utilities can be added to both the main panel and side panel. They may appear as a dropdown list, depending on the Agent’s screen size and number of Utilities available.

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