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The cog icon
in the banner allows the agent to access quick settings which contain settings such as callback number, delivery option, and audible notifications. For information about configuring quick settings, see Configuring quick settings in Agent Workspace.
App selector
The grid icon in the banner enables the agent to go back to the VCC admin portal or to any other apps they may have access to. They can return at any time to Agent Workspace using the grid icon in other apps. For information about accessing Agent Workspace, see Accessing Agent Workspace.
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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 interaction history icon in the navigation bar enables the agent to see previous interactions, both calls and chats. Interactions filtered by missed calls, inbound and outbound calls, voicemails, chats, and so on. For information about interaction history, see Interaction history and voicemail in Agent Workspace.
User profile
The user profile icon Image Added in the navigation bar enables the agent to configure certain settings for their account. Currently, agents can configure settings for messages only. For information about the user profile, see User profile in Agent Workspace.
Contact panel
The contact panel icon in the navigation bar enables the agent to open the contact panel. The contact panel contains two tabs.
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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.
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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.
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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.
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