Overview of Agent Workspace
Agent Workspace is an interface that agents can use when making and receiving calls and chats through Vonage Contact Center.
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Agents can access Agent Workspace directly or through the Vonage Contact Center admin portal. For information about accessing Agent Workspace, see Accessing Agent Workspace.
On opening Agent Workspace, agents are presented with the main user interface.
First visit to Agent Workspace
The first time agents visit Agent Workspace or any time they don't have any assigned interactions, the workspace will be largely empty.
Banner
Along the top of the Agent Workspace is the banner containing the presence state, quick settings, app selector, and the agent's avatar.
Agent presence states
The agent's presence state appears in the Agent Workspace banner. The agent's presence state represents the agent's current working state and their availability for new interactions. They can change their presence state at any time. For information about agent states in Agent Workspace, see Agent states in Agent Workspace.
Quick settings
The cog icon
in the banner allows the agent to access quick settings which contain settings such as callback number, delivery option, and audible notifications. For information about configuring quick settings, see Configuring quick settings in Agent Workspace.
App selector
The grid icon 
in the banner enables the agent to go back to the VCC admin portal or to any other apps they may have access to. They can return at any time to Agent Workspace using the grid icon in other apps. For information about accessing Agent Workspace, see Accessing Agent Workspace.
Avatar
The avatar in the banner enables the agent to change their password, report a problem, or log out of Agent Workspace.
Change password
For information about changing a password, see Managing your Agent Workspace password.
Report application problem
For information about reporting a problem, see Configuring quick settings in Agent Workspace.
Log out
For information about logging out of Agent Workspace, see Logging out of Agent Workspace.
Navigation menu
The navigation menu contains links to Agent Workspace, interaction history (coming soon), and the contact panel launcher.
Collapsed
Expanded
Interaction history
The interaction history icon 
in the navigation bar enables the agent to see previous interactions, both calls and chats. Interactions filtered by missed calls, inbound and outbound calls, voicemails, chats, and so on. For information about interaction history, see Interaction history and voicemail in Agent Workspace.
Personal settings
The personal settings icon 
in the navigation bar enables the agent to configure certain settings for their account. Currently, agents can configure message settings, voicemail greetings, messages, and WebRTC options (if WebRTC is enabled).
For information about the personal settings, see Personal settings in Agent Workspace.
Contact panel
The contact panel icon 
in the navigation bar enables the agent to open the contact panel. The contact panel contains two tabs.
Address book
The address book contains a list of entries — interaction plans, short codes, VCC agents, and other contact types depending on the configured integrations.
Keypad
Using the keypad, an agent can enter a phone number for another contact.
For information about the contact panel, see Using the address book and keypad in Agent Workspace.
Main content area
The main area of Agent Workspace contains three sections.
Conversation log
The conversation log is the leftmost section of Agent Workspace. The log contains two tabs: Active and Parked.
Active tab
Prerequisites
Upon first access, the Active tab is typically empty (as shown in the First visit to Agent Workspace section).
The log populates with a list of active conversations when:
- You are logged in
- Your presence state is set to read
- You have been assigned interactions
Navigating interactions in Agent Workspace
| Item | Description |
|---|---|
| 1. | Active interaction tab. |
| 2. | Parked interaction tab (see Parked Interactions for more information). |
| 3. | The currently selected message is highlighted with a gray background. All remaining messages have a white background. When the agent selects an interaction, it opens in the conversation window, and the available related information about the contact in the integrated CRMs opens in the insights panel. |
| 4. | The message counter indicates the number of unread messages. |
| 5. | Status indicators highlight new interactions. |
| 6. | Different media types (e.g., phone, webchat, SMS) are marked with corresponding icons. |
Tip
Related interactions (for example, interactions with the same caller) are displayed under a shared header.
When an agent has a phone call assigned to them, the call bar appears at the bottom of the conversation log. This is where the agent controls the call.
At the bottom of the screen, the type and number of waiting interactions appear. In the example below, the agent has 5 calls, 12 chats, and 8 emails waiting to be accepted.
For more information, see Interactions in Agent Workspace.
Parked tab
If agents have any parked interactions, these will appear in the Parked tab. Interactions can be parked manually by agents who consider them inactive, or automatically by VCC if no response is received within a configured timeout period.
For more information, see Interactions in Agent Workspace.
Conversation window
The conversation window shows information about the interaction selected in the conversation log.
For more information, see Interactions in Agent Workspace.
Consult/transfer (calls only)
In the conversation window, agents can click the consult/transfer icon 
to consult with another contact about a call and optionally (warm) transfer it, or they can cold transfer the call to another contact without consulting them first. Consult and transfer are available only for calls, not chats.
For information about consulting on and transferring an interaction, see Consulting on and transferring interactions in Agent Workspace.
Real-time sentiment
If enabled for your account, real-time sentiment appears near the top of the conversation window. Real-time sentiment indicates how participants are feeling during the call, based on the words they say.
For more information about real-time sentiment, see Real-time sentiment in Agent Workspace.
Text input area (chats only)
Agents can respond to chats in the text input area at the bottom of the conversation window. The text input area is available only for chats, not calls.
For information about responding to chats, see Chats in Agent Workspace.
Interaction parking
Agents can park interactions they aren't currently working on.
They can also unpark interactions that they or VCC previously parked.
For more information, see Parking and unparking interactions in Agent Workspace.
Log interaction
Agents can add a disposition code or notes about the interaction. The agent can do this during an interaction or at the end of it on the Log call or Log chat tab.
For information about logging interactions, see Logging an interaction in Agent Workspace.
Insights panel
The insights panel in Agent Workspace shows context-based information and provides access to actions relating to an agent’s current interaction. Currently, the insights panel contains Customer 360 and Interaction data.
Customer 360
If enabled, Customer 360 shows information from integrated CRMs relating to an agent’s current interaction.
Agents can authorize Agent Workspace to access information in the CRM systems using their credentials.
When authorized, the insights panel will display information from the integrated CRM systems related to an agent's contact during an interaction. Agents can also retrieve, create, and update data in those systems as required.
For information about Customer 360, see Customer 360 in the Insights panel in Agent Workspace.
Interaction data
Interaction metadata in the insights panel in Agent Workspace shows data about an agent’s current interaction.
For information about interaction data in the insights panel, see Interaction data in the Insights panel in Agent Workspace.
For general assistance, please contact Customer Support.
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