Three new field types for everyday agent data entry: a multi-line notes box, a segmented button bar for quick single choices, and a radio-button group for one-of-many selections.

Agents capture notes and selections faster, with the right control for each kind of input.

• Fit: A purpose-built control for free text, quick picks, and exclusive choices.
• Simplicity: All three are set up through configuration, with no coding.

A countdown or count-up timer that shows elapsed time and can automatically take an action — such as updating the screen or saving data — when it reaches a set point. Use it to track call handle time live or to pace after-call work toward a target.

Time-sensitive steps happen on their own, helping agents with pacing within their workflows to enhance KPIs.

• Automation: Trigger an action business defined timing logic — for example, flag a call that runs past its target handle time or define after call work duration guidance.
• Awareness and Visibility: Simple control to Display as minutes:seconds, hours, or seconds gives agents situational timing awareness at a glance.

Audio and video play directly inside the agent desktop — no external windows or plug-ins. Agents can listen to a customer’s issue description captured before the call was routed or watch troubleshooting steps from their company’s knowledge base.

Agents start with the customer’s own account of the problem, speeding diagnosis and supporting consistent policy decisions.

• Enhances Context: Playing the customers recorded audio from their experience before reaching an agent, so the conversation starts informed with optional transcription.
• Resolution: Review Enterprise troubleshooting videos to aid debugging or confirm how a policy applies.

Buttons can now show an optional confirmation prompt before an action runs — a safety net for high-stakes steps like transfers, payments, or launching another system.

A simple confirmation step prevents costly accidental actions.

• Safety: Agents confirm before key actions fire.
• Flexibility: The prompt wording is fully configurable and works on every button type.

Tables gain a search box that filters rows instantly and can now carry their own built-in data — so common reference tables display without needing an outside data source.

Agents find the right row instantly, and more tables work out of the box.

• Speed: Real-time search across every column.
• Simplicity: Known data can live in the table itself, with no external lookup.

Cards are dynamically displayed based on what’s happening in the interaction, and related fields can be organized into tabs — so the screen adapts to the caller’s intent. An intent-driven layout surfaces just the workflow for the task at hand (say, a bill payment), while other workflows stay one tab away when the conversation shifts.

Agents focus on the task at hand, while still being able to jump to another workflow the moment they need it or dynamically change based on workflow interaction progress.

• Focus: Intent-driven screens show only the workflow that fits the current task — no distractions.
• Flexibility: Other workflows stay a tab away, so agents can quickly pivot to them as the conversation changes.

When Swampfox First In Line delivers that call to an agent, the desktop can bring up the full original call context — the same rich screen as a non-callback live inbound call. Two callback modes are supported:

• Agent-first: To deliver a high touch user experience the agent previews the customer’s information first (name callback information, reason for call) and then prompts the system to place the callback — ensuring customers are connected to the agent already on the line without ever waiting — it even supports dialing through offices with auto-attendants in front of their operations
• Customer-first: the agent sees added context at arrival — how long the customer has been awaiting the callback, whether it was requested as soon as possible (ASAP) or scheduled, plus the original interaction details.

Agents handle all callback types with complete context and no manual lookup, delivering a high-touch experience that respects the customer’s time and the agent’s efficiency.

• Continuity: The original interaction details follow the customer into the callback being delivered to the agent.
• Efficiency: One-click dial and disposition, ready out of the box.

A single, consistent way to style every component — backgrounds and text colors are set via explicit color values on a single style object, applied consistently across buttons, inputs, labels, and timers.

Teams build and maintain consistent-looking screens with far less effort.

• Consistency: One styling approach across buttons, inputs, labels, and timers.
• Maintainability: The same style syntax applies to every component type, so teams learn one approach and apply it everywhere.

Agents sign in once, at the start of their shift, using their organization’s enterprise credentials through the existing identity provider. From that point forward, every screen pop, every gadget, and every call ADF makes to enterprise systems is authenticated and authorized against that same signed-in session — no separate ADF login, and nothing to re-enter mid-shift. Whether a given agent can see a given piece of sensitive data is never an ADF decision: it’s governed by the roles and group policies the enterprise already manages in its own directory — the same rules that govern everything else that employee can and can’t access.

One sign-on carries an agent’s verified identity through the entire shift — every subsequent access to enterprise data is checked against it automatically, and the rules for who can see what stay exactly where the enterprise already keeps them: in its own directory.

• Start-of-day sign-on: Agents authenticate once, at the start of their shift, with their organization’s enterprise credentials — no ADF-specific password to create or remember.
• All-day, every-action authorization: The signed-in session travels with the agent for the rest of the shift. Each subsequent request ADF sends through the API Gateway — pulling an account, posting a payment, updating a case — is validated against that same session, so access is continuously warranted, not just granted once at login.
• Enterprise-owned policy: Whether a specific agent can see a specific piece of sensitive data is decided by the roles and group membership the enterprise already manages in Active Directory or Microsoft Entra ID. ADF enforces those rules — it doesn’t set them. An agent outside the right group is restricted by their own organization’s policy, not by anything unique to ADF.
• Compatibility: Works with the identity providers organizations already run, such as Okta and Microsoft Entra.

ADF 2.0 is delivered as part of the Swampfox ICX platform. Confirm the details below with Product Management before publication.

• Supported ICX release(s): [ICX 4.2 or later]
• Supported browsers: [Chrome, Edge]
• Softphone and CRM compatibility: [Avaya Workplace, Avaya Agent for Desktop, Avaya 1XA, other softphones and CRM integrations available]
• Supported identity providers for SSO: [Entra, Okta]