Call Center — Agent

This guide explains how to use HIT Manager V2 as a call center agent: how to log in, manage calls, pauses, and more.

Training guide — Call center agent workspace

Search keywords: Call center agente · Visão Geral · Controle de Fila · Interações · Pausar Todas · Ingressar em Todas · Sair de Todas · Ramal · Código de Pausa.

What the screenshot shows: Agent UI with sidebar (Visão Geral, Controle de Fila, Interações), extension and pause controls, and per-queue cards with join/exit actions.

HitManager call center agent — queue control view

Log in as an agent

Sign in to the HIT Manager V2 portal with your credentials
The system will take you automatically to the Agent Panel
Select the queue(s) you want to be available in
Click Connect — your status changes to 🟢 Available

Agent states

State	Description
Available	Ready to receive calls
On pause	Temporarily unavailable
On call	Handling a call
Post-call	Wrap-up time after hanging up
Disconnected	Logged out

Receive an incoming call

An on-screen notification sounds
Caller information is displayed (name from CRM, or number)
Click Answer or pick up your IP phone
Talk with the customer
Click Hang up when finished

During a call

Action	Description
Hold	Puts the client on hold with music
Transfer	Sends the call to another agent or queue
Conference	Adds a third person to the call
Notes	Write notes visible in the call ticket

Pauses

When going on pause, the system asks for a reason:

Lunch
Restroom
Training
Meeting
Other

The supervisor can see each pause reason and duration.

Tip: Keep your CRM updated during the call. Many companies evaluate agent quality by the completeness of their call notes.