Interactions in Agent Workspace
In Agent Workspace, agents can work with both calls (specifically phone calls) and message-based interactions. Currently, chat is the only type of message-based interaction available, and chats can be delivered through webchat, WhatsApp, or SMS.
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Conversation log
The conversation log in Agent Workspace contains interaction cards for each of the interactions an agent has assigned to them. The interaction cards contain information about the interaction; the information displayed varies between different types of interaction. The media used for each interaction is indicated by the icon in the lower-right corner of the card. The conversation log also contains a call bar when an agent has a call assigned.
Phone calls
Interaction cards
New phone call
Selected phone call
Call on hold
In the interaction card in the conversation log for a call, the interaction log displays the following information:
For an inbound call, the display name, if known, of the initiator of an inbound call (Joe Bloggs). Alternatively, Unknown number.
For an outbound call, the name of the recipient, if known. Alternatively, the number called, if known. If neither the name or the number are known, Unknown contact.Where applicable, a badge to show that the call is new and hasn't yet been selected (opened) .
The direction of the call, indicated by the icon alongside the phone number:
Inbound.
Outbound.
For an inbound call, the phone number of the initiator of an inbound call (+441234567890).
For an outbound call, the phone number of the recipient of an outbound call or the name of the interaction plan, for example.
If the call is on hold, the time the call has been on hold (On hold for 00:01:16).For an inbound call, the name of the queue that the call was routed through (Call queue).
For an inbound call, the reporting group associated with interaction plan the call was routed through (Agent Workspace calls). For information about reporting groups, see How do I create a new interaction plan? in Using Interaction Plans Manager.
Where applicable, a badge to show that the interaction is in a wrap state .
Call bar
New phone call (inbound)
New phone call (outbound)
When you make or receive a new call, the call bar in the conversation log displays the following information:
For an inbound call, the display name, if known, of the initiator of an inbound call (Joe Bloggs). Alternatively, Unknown number.
For an outbound call, the name of the recipient, if known. Alternatively, the number called, if known. If neither the name or the number are known, Unknown contact.For an inbound call, the phone number of the initiator of an inbound call (+441234567890).
For an outbound call, the phone number of the recipient of an outbound call or the name of the interaction plan, for example.The direction of the call, indicated by the icon alongside the phone number:
Inbound.
Outbound.
Depending on whether you have WebRTC enabled for your account with or without auto-answer, Reject and Accept buttons. For information about these buttons in different contexts, see Working with interactions in Agent Workspace.
For an inbound call, the name of the queue that the call was routed through (Default queue).
For an inbound call, the reporting group associated with interaction plan the call was routed through (*TechAuthor). For information about reporting groups, see How do I create a new interaction plan? in Using Interaction Plans Manager.
For an outbound call, a prompt for the agent:
While the agent's phone is ringing, Answer the call to continue.
When the agent has answered their phone and is waiting for the contact to answer theirs, Wait for contact to answer.
Connected phone call
When a call is connected, the call bar in the conversation log displays the following information:
For an inbound call, the display name, if known, of the initiator of an inbound call (Joe Bloggs). Alternatively, Unknown number.
For an outbound call, the name of the recipient, if known. Alternatively, the number called, if known. If neither the name or the number are known, Unknown contact.For an inbound call, the phone number of the initiator of an inbound call (+441234567890).
For an outbound call, the phone number of the recipient of an outbound call or the name of the interaction plan, for example.The time that the call has been connected in hours, minutes, and seconds (00:00:26).
The buttons that appear depend on the features that have been enabled for your account. For information about controlling a call, see Controlling a call in Agent Workspace.
Webchat
New webchat
Selected webchat
Webchat with unread messages
In the interaction card in the conversation log for a webchat, the interaction log displays the following information:
The source of the webchat; that is, the title of the page that the webchat was sent from (Agent Workspace webchat).
Where applicable, a badge to show that the chat is new and hasn't yet been selected (opened) .
The first part of the most recent message (for example, Hello, I'm trying to find out where m...).
How long ago the last message was delivered (for example, 25s ago).
The name of the queue that the webchat was routed through (Webchat).
The reporting group associated with interaction plan the webchat was routed through (Agent Workspace webchats). For information about reporting groups, see How do I create a new interaction plan? in Using Interaction Plans Manager.
Where applicable, the number of unread messages.
Where applicable, a badge to show that the interaction is in a wrap state .
SMS chat
New SMS chat
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