If a Agent Application login requirement is configured in the Jacada Interact Admin Console, users are presented with the Login page when they enter the access URL into the browser. To log in, users must enter a username and a valid password that complies with Jacada's password security requirements.

Passwords need to be at least 8 characters long. In addition, two of the following three requirements must be met:

  • A combination of upper case and lower case letters
  • A combination of letters and numbers
  • Use of special characters

Users whose existing passwords do not meet the upgraded password requirements are presented with a Password Has Expired popup when attempting to log in. These users are not able to access the Agent Application until the password is reset.

 

Upon successful login, users are redirected to the Home Page of the application.

Security Lockout: To protect your work and the integrity of your account, the Agent App will lock a user Account when the number of unsuccessful login attempts exceeds a set limit. If notified that you are locked out, it may indicate an unauthorized attempt to access your account. To unlock your account, you will need the Account Admin to reset your password. For more information, see Security Lockouts.

Home Page

The Home Page is opened when the Agent Application is launched. By default, one tab is displayed that provides a list of available Interactions.

The main features of the Home Page are listed and described in the table following the diagram.

Note: The diagram below shows the view displayed to users with a role of Agent. All other users see the Launchpad view. For more information, refer to Agent Application Launchpad.

Number Feature Name Description
1 Search tool Enables you to search for specific Interactions lists and Collaboration Rooms. For details, refer to Agent Application Search Tool.
2 Actions icon Opens a menu of actions. For Agents, the available action is Logout. For details, refer to Logging Out (below). 
Additional actions are available to users with other roles. For more information, refer to Agent Application Launchpad.
3 Help icon Accesses the following assistance options:
  • Online Help Center: Opens the home page of Jacada's Help Center.
  • Email Support: Opens the default email application and creates a blank message addressed to support@jacada.com
4 Add Tab icon Clicking this icon opens an additional Interactions tab. When the capability for Collaboration Rooms is enabled in the application settings of the Admin Console, you may add either an Interactions tab or a Rooms tab.
For more details about Collaboration Rooms, refer to Customer Collaboration.
5 Interactions tab Provides a list of available Interactions. Selecting an Interaction from this list opens a new instance of the Interaction. For details, refer to Starting New Interactions.
6 Saved Interactions button Provides a list of saved Interactions. Selecting an Interaction from this list allows you to resume the Interaction instance from the point at which it was saved. For more details, refer to Working with the Saved Interactions Grid.

Logging Out

The Logout feature allows you to securely end your current session.

To log out of the Agent Application:

  1. At the upper right corner of the application, click the icon to the right of your username. Then, from the popup menu that opens, click Logout.
    A confirmation message is displayed.

  2. From the confirmation popup, click Yes.
    The Agent Application Launchpad opens.

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