Reporting problems in Agent Workspace

In this page

If you experience any problems with the application while using Agent Workspace, you can send a detailed system report for investigation. The report can be sent at any time when you are logged in, including during a call. The feature is available to all agents.

Investigating and resolving problems

Not every single report will be proactively investigated.

Platform-wide problems
If multiple customers report the same problems over time, Vonage uses the information to help identify and then resolve platform-wide issues.

Individual agent problems
Vonage does not proactively investigate your individual reports, but they may be useful to Vonage support when investigating issues you raise.

Prerequisites

Detailed system reports can only be sent when the feature is enabled for the account.
If the feature is not enabled, you can only see the basic Report application problem button and will not be able to provide any details.

Reporting application issues

If an issue occurs while using Agent Workspace:

Click the profile icon in the top banner, and click Report application issue.
The application displays a pop-up for entering report details. Use the pop-up to select the problem you want to report and provide a description (if needed).
If your issue is not on the provided list, select Other and describe the problem.
The application displays a message to confirm that the report was sent successfully.
If the application fails to send the report, it will also display a message informing about the failure.

Reporting problems with audio

If you experience a problem with audio during the call:

In the call bar, go to the three-dot menu and select Report Audio Problem.
The application displays a pop-up. Select the issue you want to report.
The application displays a message to confirm that the report was sent successfully.
If the application fails to send the report, it will also display a message informing about the failure.