Overview of Agent Workspace
Provisioned feature
The features described on this page may not be enabled for all accounts. Access depends on your current license level or specific account configuration.
Overview
Agent Workspace is the interface agents use to make and receive calls, chats, and emails through Vonage Contact Center.
Agents can access Agent Workspace directly or through the Vonage Contact Center Admin Portal. For more information, see Accessing Agent Workspace.
Empty workspace on first access
The first time an agent opens Agent Workspace, or when they have no assigned interactions, the workspace is empty.
Item | Name | Description |
|---|---|---|
Banner | Runs along the top of the screen and provides access to presence state, quick settings, the app selector, and the agent's avatar. | |
Navigation menu | Contains icons for starting outbound interactions, viewing interaction history, and accessing personal settings. | |
Conversation log | Lists the agent's active and parked interactions. | |
Conversation window | Displays details of the selected interaction and provides call controls, messaging tools, and logging options. | |
Insights panel | Displays context-based information related to the current interaction, including CRM data, interaction metadata, and embedded web applications. |
Limitations
Limitation | Description |
|---|---|
UI language display | Agent Workspace UI only supports English as its display language. If a user has a different language set up as default on their browser, any translation on the Agent Workspace UI occurs via the browser itself, and is not supported by Vonage. |
Multimedia Messaging Service (MMS) | MMS is only supported in the USA and Canada at this time. |
Banner
The banner runs along the top of Agent Workspace. It contains the agent's presence state, quick settings, app selector, and avatar.
Item | Name | Description |
|---|---|---|
Agent presence states | The agent's presence state appears in the banner. It represents the agent's current working state and availability for new interactions. Agents can change their presence state at any time. For more information, see Agent states in Agent Workspace. | |
Quick settings | The cog icon in the banner opens quick settings, which include options such as callback number, delivery option, and audible notifications. For more information, see Configuring quick settings in Agent Workspace. | |
App selector | The grid icon in the banner takes the agent to the VCC Admin Portal or to any other apps they have access to. Agents can return to Agent Workspace at any time using the grid icon in other apps. For more information, see Accessing Agent Workspace. | |
Avatar | The avatar in the banner provides the agent with access to password settings, problem reporting, and logout. For more information, see: |
Navigation menu
The navigation menu contains links to Start interaction, Interaction History, and Personal Settings.
Name | Description |
|---|---|
Start interaction | The icons under Start let an agent begin an outbound interaction. Clicking an icon opens a panel to the left containing the features for that interaction type. For more information about the contact panel, see The Contact panel: Address book and Keypad in Interactions in Agent Workspace. Agents can also initiate outbound calls directly from phone numbers on external webpages or CRM records, using the Vonage Integration Suite (VGIS) Chrome extension. For setup instructions, see Configuring External Click to Dial for Agent Workspace. |
Interaction history | The interaction history icon shows the agent's previous interactions, including calls, chats, and emails. Agents can filter by missed calls, inbound and outbound calls, voicemails, chats, and emails. For more information, see Viewing interaction history and listening to voice messages in Agent Workspace. |
Personal settings | The personal settings icon lets the agent configure account settings, including message settings, voicemail greetings, and WebRTC options (if WebRTC is enabled). For more information, see Personal settings in Agent Workspace. |
Conversation log
The conversation log is the leftmost section of Agent Workspace. It contains two tabs: Active and Parked.
For more information, see For more information on this section, see Interactions in Agent Workspace.
The Active tab is empty on first access. It populates with active conversations when the agent is logged in, their presence state is set to Ready, and they have been assigned interactions.
The Parked tab shows any interactions the agent has parked. Interactions can be parked manually by the agent, or automatically by VCC if no response arrives within a configured timeout period.
Conversation window
The conversation window shows information about the interaction selected in the conversation log. It includes the following features:
Name | Description |
|---|---|
Consult and transfer | Agents can consult with another contact and optionally perform a warm transfer or cold transfer a call without consulting first. Consulting is only available for calls; both voice and digital interactions can be transferred. For more information, see
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Real-time sentiment | If enabled for your account, real-time sentiment appears near the top of the conversation window. It indicates how participants feel during a call, based on the words they use. For more information, see Real-time sentiment in Agent Workspace. |
Text input area (chats and emails only) | Agents respond to chats and emails in the text input area at the bottom of the conversation window. For more information, see Handling digital interactions in Agent Workspace. |
Interaction parking (chats and emails only) | Agents can park interactions they are not working on and unpark interactions previously parked by them or by VCC. For more information, see Handling digital interactions in Agent Workspace. |
Log interaction | Agents can add a disposition code or notes during or at the end of an interaction using the Log interaction tab. For more information, see:
|
Insights panel
The Insights panel shows context-based information and actions related to the agent's current interaction. It contains the following features:
Name | Description |
|---|---|
Customer 360 | If enabled, Customer 360 displays information from integrated CRM systems related to the agent's current interaction. Agents authorise Agent Workspace to access CRM information using their credentials. Once authorised, the panel displays contact information from the integrated CRM systems and lets agents retrieve, create, and update CRM data. For more information, see Customer 360 overview. |
Interaction metadata | Displays data about the agent's current interaction. For more information, see Insights panel in Agent Workspace. |
Custom system connection via iFrame | Displays embedded external web applications alongside active interactions, such as a custom CRM, knowledge base, or order management system. For more information, see Custom System Connection via iframe in the Insights panel in Agent Workspace. |