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 only be delivered through webchat or SMS.

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. 
• 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).
• The direction of the call, indicated by the icon alongside the phone number:
  • Inbound.
  • Outbound.
• For an inbound call, the name of the queue that the call was routed through (Calls).
• 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 call is new and hasn't yet been selected (opened)  or 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).
• The first part of the most recent message (for example, Hello, I'm trying to find out where my order is. I w...).
• How long ago the last message was delivered (for example, 28s 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 webchat). 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 chat is new and hasn't yet been selected (opened)  or that the interaction is in a wrap state .

SMS chat

New SMS chat

Selected SMS chat

SMS chat with unread messages

In the interaction card in the conversation log for an SMS, the interaction log displays the following information:

• The source of the SMS; that is, the phone number the SMS was sent from (SMS from +441234567890).
• The first part of the most recent message (for example, Hello, I'm trying to find out where my order is. I w...).
• How long ago the last message was delivered (for example, 28s ago).
• The name of the queue that the SMS was routed through (SMS).
• The reporting group associated with interaction plan the SMS was routed through (Agent Workspace SMSs). 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 chat is new and hasn't yet been selected (opened)  or that the interaction is in a wrap state .

Waiting interactions

The number of each type of interaction waiting in the queue appears at the bottom of the conversation log. The numbers refresh approximately every ten seconds.

When an agent reduces the width of the conversation log panel below a certain threshold, waiting interactions are displayed in a condensed view.

If no data is available, dashes appear alongside the interaction types.

Conversation window

The conversation window shows information about the interaction selected in the conversation log. Agents can also perform various actions within the conversation window. The information displayed and actions the agent can perform varies between different types of interaction.

Phone calls

Information about calls in the conversation window includes the name (Joe Bloggs) or number of the contact and an indication that the call is ongoing (or not) (Voice call ongoing).

Agents can consult on, transfer, or log a phone call. For information, see Consulting on and transferring interactions in Agent Workspace or Logging an interaction in Agent Workspace.

Chats

Information about chats in the conversation window is more extensive and shows the time and content of each message and the name of the participant who sent it.

Example webchat

An SMS chat appears similarly.

Agents can reply to and log a chat. For information, see Receiving and responding to chats in Agent Workspace or Logging an interaction in Agent Workspace.

For information about how agents can work with interactions, see Working with interactions in Agent Workspace.