Enabling agents to use Agent Workspace

If configured for your account, you can choose which interface an agent uses while they are using Vonage Contact Center (VCC).

To enable an agent to use Agent Workspace, perform the following steps:

Log in to the VCC Admin Portal as an administrator. For information about logging in to the VCC Admin Portal, see Logging in to the Vonage Contact Center Admin Portal.
Go to User Admin. For information about accessing User Admin, see Accessing and finding your way around User Admin. User Admin appears.
Locate the user you want to enable to use Agent Workspace. Click the Edit icon . The user's details appear.
Click Agent Settings and then, under Agent Experience, click Agent Workspace.
Click Save to save your settings. Repeat for all agents you want to enable to use Agent Workspace.

Act as agent

You can perform this task for all users who have permission to act as an agent. For information about acting as an agent, see How do I allow a user to act as an agent to work with interactions? in Configuring individual users.

Using bulk actions

You can enable multiple agents or users who can act as agents in bulk actions. For information about using bulk actions, see Configuring multiple users (using bulk actions).

The agent will need to log out of VCC and log in again and they will be able to access Agent Workspace. For more information on accessing Agent Workspace, see Accessing Agent Workspace.