Agents use the MXIE Unified Communications client; this OS-independent software is compatible with Windows, Mac and Linux and supports twenty (20) languages and dialects.
Agents have two statuses within the system: User and ICC-specific Agent status. The latter are used to indicate whether an agent is available, on call, in wrap-up, or not available as pertaining to the contact center. Agents can send instant messages to other agents or supervisors. Agents may also make outbound calls under their non-Agent daily user MXIE roles, ensuring that private or unrelated calls are not included in the contact center statistics/reporting.