A Utility’s icon will appear depending on how it has been configured, During an active call/chat or During ACW, and whether or not the Workflow in which it has been configured is specific to a queue or group of queues.
To use the Utility, simply click on the relevant Utility icon in the Main or Side Panel Tab Bar.
[.callout-primary]Multiple Utilities can be added to both the main panel and side panel. They may appear as a dropdown list, depending on the Agent’s screen size and number of Utilities available.[.callout-primary]