Agent Desktop

Staff-facing applications for reservation agents, airport staff, and call center operations.

Scope

Reservation Agent

• Full booking capabilities
• Complex itineraries
• Group bookings
• Corporate bookings
• Fare overrides
• Waiver processing

Airport Agent

• Check-in processing
• Seat changes
• Upgrade processing
• Standby management
• Gate operations
• Irregular operations handling

Call Center

• Booking retrieval
• Modifications
• Cancellations
• Refund requests
• Complaint handling
• Callback scheduling

Supervisor Functions

• Agent monitoring
• Queue management
• Override approvals
• Reporting dashboards
• Workforce management

Research Topics

• Agent desktop platforms (Amadeus Selling Platform, etc.)
• Cryptic command vs. GUI interfaces
• Agent productivity metrics
• Training and certification
• Call center integration (CTI)
• Quality monitoring
• Knowledge base integration
• Customer 360 view

Architecture Considerations

Application Types

┌────────────────────────────────────────────┐
│              Agent Desktop                  │
├────────────┬────────────┬──────────────────┤
│ Reservation│  Airport   │   Call Center    │
│   Agent    │   Agent    │     Agent        │
├────────────┴────────────┴──────────────────┤
│           Shared Services Layer            │
│  (Booking, Customer, Inventory, Payments)  │
└────────────────────────────────────────────┘

Workspace Layout

┌─────────────────────────────────────────────────────┐
│ Agent Toolbar (login, queue, status)               │
├─────────────────────────────────────────────────────┤
│ Customer Context Panel                              │
│ ┌─────────────────────────────────────────────────┐│
│ │ Name: John Smith | FFP: Gold | Value: High     ││
│ └─────────────────────────────────────────────────┘│
├─────────────────┬───────────────────────────────────┤
│                 │                                   │
│ Booking Panel   │   Actions Panel                   │
│                 │   ┌─────────────────────────────┐ │
│ Flight details  │   │ Modify │ Cancel │ Rebook   │ │
│ Passengers      │   ├─────────────────────────────┤ │
│ Pricing         │   │ Add Service │ Upgrade      │ │
│ History         │   ├─────────────────────────────┤ │
│                 │   │ Refund │ Voucher │ Waiver  │ │
│                 │   └─────────────────────────────┘ │
├─────────────────┴───────────────────────────────────┤
│ Command Line / Quick Actions                        │
└─────────────────────────────────────────────────────┘

Technology Stack

Integration Points

Call Center Integration

CTI Features

• Screen pop on call
• Click-to-dial
• Call transfer
• Conference calling
• Callback scheduling
• Call recording

IVR Integration

• Authentication passthrough
• Intent detection
• Context transfer
• Self-service deflection

Agent Permissions

Role-Based Access

Waiver Framework

Waiver Request
├── Type (fee waiver, fare difference, etc.)
├── Amount
├── Reason code
├── Justification
├── Customer value
└── Approval level required

Performance Metrics

Agent Productivity

System Performance

Training and Support

Components

• Contextual help
• Knowledge base search
• Training mode (sandbox)
• Quality monitoring
• Performance dashboards

Onboarding

• Role-based training paths
• Simulation environment
• Certification tests
• Ongoing skill assessment