In Interaction history agents can see their current and past interactions, providing a comprehensive history of communication. Agents can filter the interactions based on the type, making it easier to find specific interactions. If the voicemail feature is enabled in Agent Workspace for your account, agents can find and listen to voice messages that contacts have left for them.
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Agent Workspace can send both visual and audible notifications to an agent's browser to alert them to incoming interactions and messages. For information about using interaction notifications, see Working with interaction notifications in Agent Workspace.
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Key features
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Visual notifications
Agents can
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Filtering options
Agents can filter interactions based on interaction type:
- Calls
- Missed calls
- Inbound calls
- Outbound calls
- Voicemails
- Chats
- Webchat
- SMS
Voice message indicators
Alongside an interaction, if there is an associated voice message, an indicator lets the agent know it's there and whether or not it's been listened to:
- New voice message:
- Listened to:
Interaction details
When an agent selects an interaction is selected, detailed information about the interaction appears in the right panel.
Voice message playback
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allow Agent Workspace to send them a visual browser notification if Agent Workspace is not currently visible on their desktop.
Example notifications
Chrome notification of an inbound call
Firefox notification of a new Webchat message
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Browser notifications do not work in incognito or private browsing mode. Browser notifications appear and behave slightly differently depending on which browser the agent is using. If agents have multiple supported browsers open — for example, Chrome and Firefox — agents will get multiple notifications which may overlap each other. |
Audible notifications
Agents can configure audible notifications to be played when a non-call interaction — an SMS or Webchat, for example — arrives. For information, see User profile in Agent Workspace.
Supported browsers
Vonage Contact Center browser notifications are enabled for the following browsers:
- Mozilla® Firefox®, latest version
- Google Chrome™, latest version
- Microsoft® Edge
- Safari®
If agents use any other browser, visual notifications may not appear and audible notifications may not be played.