Overview of Agent Workspace

Agent Workspace is an interface that agents can use when making and receiving calls and chats through Vonage Contact Center.

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 Start an interaction, Agent Workspace, Interaction History, and Personal Settings.

Start interaction

The icons found under Start allow an agent to begin an outbound interaction. Clicking the icon will make a pop-up appear to the left, containing interaction features that correspond to the clicked interaction type.

For information about the contact panel, see The Contact panel: Address book and Keypad in Interactions in Agent Workspace.

Interaction history.

The interaction history icon in the navigation bar enables the agent to see previous interactions, calls, chats and emails. Interactions can be filtered by missed calls, inbound and outbound calls, voicemails, chats, and emails. For information about interaction history, see Viewing interaction history and listening to voice messages 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. 

Main content area

The main area of Agent Workspace contains three sections; Conversation Log, Conversation Window and Insights Panel.

Conversation log

The conversation log is the leftmost section of Agent Workspace. The log contains two tabs: Active and Parked.

For more information on this section, see Interactions in Agent Workspace.

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

Accepting interactions in Agent Workspace

When an agent accepts the call, the call bar turns grey. The run time of the call appears in the corner and the hold, mute, record and keypad button are located along the bottom of the bar.

At the bottom of the screen, the type and number of waiting interactions appear. Agents can use the arrow next to chats to view specifics on the type of chat available in the queue. In the example below, there are 0 calls, 3 chats and 1 email waiting.

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.

Conversation window

The conversation window shows information about the interaction selected in the conversation log.

Consult/transfer

In the conversation window, agents can click the consult/transfer icon to consult with another contact about an interaction and optionally (warm) transfer it, or they can cold transfer the call to another contact without consulting them first. Consulting is only available for calls, however both voice and digital interactions can be transferred.

For information about consulting on and transferring an interactions see:

Consulting and transferring calls in Handling voice interactions in Agent Workspace and

Transferring digital interactions in Handling digital 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 and emails only)

Agents can respond to chats and emails in the text input area at the bottom of the conversation window.

For information about responding to chats and emails, see Handling digital interactions in Agent Workspace.

Interaction parking (chats and emails only)

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 Handling digital 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 ‘interaction' tab.

For information about logging interactions, see: