Introduction

Collab's OneContact OneAgentWeb is a browser-based, thin client agent application. Its main features are:

Main – basic operations like login, logout, set extension, help, etc.
Services – sign-in and set ready/not ready operations
Interaction handling operations – voice and video calls, email, instant messaging and social media (through Facebook and Twitter)
Session – session management operations
Outbound – outbound management operations
Performance – statistics and reporting information that are relevant to you
Interaction history – access to the list of interactions that you handled
Shelf & queue – enables you to pick up interactions that were shelved by you or other agents on a service/team.