Controlling a call in Agent Workspace

During a call, you can perform most tasks in Agent Workspace — such as pausing recordings and putting the participant on hold — using buttons in the call bar, while other tasks are available in the conversation window.

Call bar

In the call bar, depending on your settings, you can perform various tasks, including pausing and resuming recording, putting a participant on and off hold, and ending the call.

Pausing and resuming recording

If enabled for your account, a call recording icon appears in the call bar.

If the recording is in progress, the icon is highlighted: . Click this icon to pause a recording that is in progress.
If the recording has not yet started or is paused, the icon is not highlighted: . Click this icon to resume a recording that is paused. (If the recording wasn't started already, clicking the icon will start it.)

Putting a participant on hold and retrieving the call

While on a call, the hold call icon  appears.

Click the icon to put the participant on hold. The participant hears hold music and On hold appears in the call bar.

To retrieve the call so that you can interact with the participant again, click the retrieve call icon. The hold music stops and On hold disappears from the call bar.

Ending a call

To end a call, you can either click the end call icon  or hang up your hardphone.

Controlling a call using Agent Workspace with WebRTC

If you are using Agent Workspace with WebRTC, you may be able to perform additional tasks in the call bar. For information, see Controlling a WebRTC call in Agent Workspace.

Conversation window

In the conversation window, depending on your settings, you can perform various tasks, including consulting with and transferring to another contact, adding call notes or a disposition code, and viewing a call transcript.

Consulting with and transferring to another contact

While on a call, you can consult with another contact about the call or transfer the call to another contact in various ways. For information about consults and transfers, see Consulting on and transferring interactions in Agent Workspace.

Adding call notes or a disposition code

During a call and after you disconnect from the call, you can add notes and set a disposition code relating to the call. For information adding notes or a disposition code, see Logging an interaction in Agent Workspace.

Additional tasks

You can perform other tasks using your hardphone, such as providing input using the keypad, and putting yourself on and taking yourself off mute.