Agent Workspace is an interface that agents can use when making and receiving calls and chats through Vonage Contact Center.
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The avatar in the banner enables the agent to change their password, report a problem, or log out of Agent Workspace.
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For information about changing a password, see Managing your Agent Workspace password.
Report application problem
For information about reporting a problem, see Reporting problems in Agent Workspace.
Log out
For information about logging out of Agent Workspace, see Logging out of Agent Workspace.
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The main area of Agent Workspace contains three sections.
Conversation log
The conversation log is the leftmost section of Agent Workspace. The log contains two tabs: Active and Parked.
Active tab
The first time an agent opens Agent Workspace, the conversation log will most likely be empty as shown in the First visit to Agent Workspace section earlier in this page. When the agent is logged in, in a ready presence state, and has been assigned one or more interactions, the conversation log contains a list of their interactions. Each call or chat is represented by a single item in the list; each interaction contains an icon that identifies the specific media used for the interaction, such as phone or webchat.
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When an agent has a phone call assigned to them, the call bar appears at the bottom of the conversation log. This is where the agent can control the call.
At the bottom of the conversion log, the type and number of waiting interactions appears. In the example below, the agent has 5 calls, 12 chats, and 8 emails waiting to be accepted.
When the agent selects an interaction in the conversation log, it opens in the conversation window and available related information about the contact in integrated CRMs opens in the insights panel.
For more information, see Interactions in Agent Workspace.
Parked tab
If agents have any parked interactions, these will appear in the Parked tab. Interactions can be parked manually by agents who consider them inactive, or automatically by VCC if no response is received within a configured timeout period.
For more information, see Interactions in Agent Workspace.
Conversation window
The conversation window shows information about the interaction selected in the conversation log.
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For information about consulting on and transferring an interaction, see Consulting on and transferring interactions in Agent Workspace.
Real-time sentiment
If enabled for your account, real-time sentiment appears near the top of the conversation window. Real-time sentiment indicates how participants are feeling during the call, based on the words they say.
For more information about real-time sentiment, see Real-time sentiment in Agent Workspace.
Text input area (chats only)
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For information about responding to chats, see Receiving and responding to chats in Agent Workspace.
Interaction parking
Agents can park interactions they aren't currently working on.
They can also unpark interactions that they or VCC previously parked.
For more information, see Parking and unparking interactions in Agent Workspace.
Log interaction
Agents can add a disposition code or notes about the interaction. The agent can do this during an interaction or at the end of it on the Log call or Log chat tab.
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For information about the insights panel, see Customer 360 in the Insights panel in Agent Workspace.
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