Agent Widget

What the Agent Widget Is

The Agent Widget is the browser-based softphone interface
that agents use during Power Dialer sessions. It provides
call controls, lead information display, and disposition
selection.

Features

• Call controls: answer, hang up, hold, mute, transfer.
• Lead information: displays the current lead's details (name, phone number, tokens, call history).
• Disposition selection: after a call ends, the agent selects a disposition to categorize the outcome.
• Agent status: toggle between available, paused, and on break. Only available agents receive calls from the dialer.
• Manual dial: in manual mode, the agent clicks to initiate the next call.

Technical Implementation

The widget runs in the browser and communicates with the
server via WebSocket. Call audio is handled
through WebRTC or SIP, depending on the agent's
configuration. Real-time events (incoming call, call ended,
queue updates) are pushed to the widget through the
WebSocket channel.

Agent Availability

An agent is considered available when they are logged into
the widget, their status is set to available, and they are
not currently on a call. The dialer only assigns new calls
to available agents.