Interactions in Agent Workspace
Overview
Agent Workspace provides a unified interface for managing multi-channel communications, including:
voice (calls),
SMS,
WhatsApp,
webchat,
email,
For more information on handling:
voice interactions, see Handling voice interactions in Agent Workspace.
digital interactions, see Handling digital interactions in Agent Workspace.
Channel comparison
For more information on channels, see Channels.
Feature | Voice | SMS | Webchat | ||
|---|---|---|---|---|---|
Outbound interaction |
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Transfers | |||||
Consultations | |||||
Parking |
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Real-time sentiment | |||||
Real-time summarization |
Interactions interface
The Agent Workspace interaction interface is divided into three functional sections:
The Conversation log (left) contains all active and waiting interactions. It contains two interaction tabs:
The Active tab displays the current interactions the agent is handling. It is typically empty when you access it for the first time.
The Parked tab displays digital interactions waiting for a customer to reply and/or those that have been inactive for a specified amount of time.
The Interaction area (center) is where you can:
Read and compose digital messages;
Read the call transcript for voice interactions.
View current sentiment score. For more information, see Real-time sentiment score in Agent Workspace.
Transfer or consult the call.
View Agent hints.
Log completed interactions.
The Insights panel (right) provides contextual information during an interaction by dynamically populating with data such as:
Real-time customer records and history pulled from your integrated CRM.
Specific routing details, such as the interaction plan and the reporting group.
Secure transaction details if your account is configured for payments.
Interaction ID (GUID) required for troubleshooting or referencing specific conversations in support cases.
For more information on the Insights panel, see Using the insights panel in Agent Workspace.
Item | Description |
|---|---|
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a. | An active interaction card for a call the agent is currently handling. |
b. | Waiting interactions are displayed as a real-time count at the bottom of the Conversation log. The count refreshes every 10 seconds. If data is unavailable, a dash (—) appears. |
c. | The Address book and Keypad panel. |
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d. | Sentiment analysis displays the real-time score of the interaction. |
e. | Consult/Transfer button. |
f. | Activated Transcript button. |
g. | For calls, this panel displays the Log call tab. For digital interactions, this panel displays:
If enabled for your account, you can also see Agent hints. Agent hints can be collapsed by clicking the down arrow, but not closed. |
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While the example shows calls, WhatsApp, email, and SMS, you will only see the buttons configured for your specific account. Clicking any available Initiate interaction button opens the Address book and Keypad panel. | |
Interaction cards in the Conversation log
In the Conversation log, each interaction is represented by an interaction card that provides a snapshot of the contact.
Related interactions
Related interactions are displayed under a shared header, e.g., under the contact’s full name. An example of a related interaction would be a webchat interaction that was escalated to a phone call.
Each card includes:
Interaction card element | Voice interactions | Digital interactions |
|---|---|---|
Green highlighting for incoming interactions |
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Accept and Reject buttons if Auto-accept is not enabled |
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Contact’s Display name (from CRM, integrated systems, or account configuration) |
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Webchat interaction cards display the page source name unless a CRM integration is configured to identify and display the customer’s name. |
A channel icon |
Additionally, the voice interaction icon indicates whether the phone call is inbound or outbound. |
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Grey highlighting for currently handled interactions |
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Hold, Mute, and Record buttons |
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More Actions (⋮) icon with two options: Show keypad and Report Audio problems |
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End interaction button |
| For digital interactions, this button is located in the Reply tab in the Interaction area. |
Queue name(s) |
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Reporting group(s) |
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An orange On hold badge with a timer |
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A blue Wrap badge with a timer |
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A timer displaying the current duration of the interaction |
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A timer displaying how long ago the first message in the interaction was received |
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Unread message count |
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First part of the first message |
In an email interaction card, the subject line is displayed. |
Opening an interaction card
When an agent selects an interaction card:
The conversation opens in the Interaction area.
For accounts with a configured CRM, the Insights panel displays relevant contact data from the integration.
Interaction card examples
Item | Description |
|---|---|
1. | A new inbound call from Contact 1. |
2. | An ongoing outbound call to Contact 2. |
3. | A new inbound email from Contact 3. Its subject line: “Huge thanks to your support team” is displayed. |
4. | An SMS interaction from an unknown number. It has been inactive and will be parked in 30 seconds. |
5. | An ongoing WhatsApp interaction that is currently being wrapped up. The reamining Wrap up time is 30 seconds. |
6. | An ongoing webchat interaction from a Help Center page. |
The Contact panel: Address book and Keypad
The Contact panel is where you find people and services to dial, consult, or transfer. You can access it by clicking the Initiate interaction in the navigation bar or the Consult/Transfer during an active call.
The Contact panel consists of two tabs:
Address book lists internal interaction plans, short codes, and agents.
Element | Description |
|---|---|
A list of interaction plans, short codes, and agents | By default, it displays up to 50 entries of each type, organized in the following order:
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Availability for VCC agents | It updates every 15 seconds. Use these icons to check status before dialing:
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Filters | Select a specific type (e.g., interaction plans) to show only those entries. |
Search | Start typing a name in the search bar. The list updates in real-time to show matching results across all categories. |
Keypad: It allows you to manually enter any phone number, short code, or agent ID.
Type or paste the number into the input field.
Select your action: Dial (for a new call), Consult, or Transfer.
WebRTC, hardphone, and headset
The tools available in your Call bar depend on your account permissions and whether you are using a WebRTC, hardphone, or headset.
WebRTC: When using WebRTC, you manage the call entirely within the Agent Workspace interface.
Hardphone (physical desk or mobile phone): If you use a physical device, you can perform primary call actions directly on your handset or through the Workspace.
Headset: If enabled in your settings, you can use the physical buttons on compatible headsets to control calls without clicking your screen. For more information, see Connecting a headset to control a WebRTC call in Agent Workspace.
Tested headset brands
The following headset brands have been tested by Vonage:
Jabra
Poly (Plantronics)
Logitech
EPOS (Sennheiser)
Action | WebRTC | Hardphone | Compatible headset |
|---|---|---|---|
Accept | Click Accept. | Use the hardphone or click Accept. | Use the headset or click Accept. |
Initiate | Use the Agent Workspace interface. | Use the hardphone keypad or the Agent Workspace interface. | N/A |
Mute/Unmute | Click Mute. | N/A | Use the headset or click Mute. |
Hold/Retrieve | Click Hold. | N/A | N/A |
Record/Pause | Click Record. | N/A | N/A |
Reject call | Click Reject. | Use the hardphone or click Reject. | Use the headset or click Reject. |
End call | Click End call. | Use the hardphone or click End call. | Use the headset or click End call. |
Provisioned features
Provisioned features
The features described below may not be enabled for all accounts. Access depends on your current license level or specific account configuration.
Agent Assist AI-assisted disposition code
Agent Assist suggests the most relevant disposition code by matching the interaction transcript to your pre-defined code descriptions. Suggestions appear at the conclusion of an interaction.
If no code is selected, the AI-suggested code is applied automatically when the interaction ends.
If a code is already selected, the AI identifies a suggestion but will not overwrite your manual selection.
Agent Assist requirements
Real-time transcription must be enabled in Agent Workspace.
Only disposition codes with a description can be suggested. For more information, see Using Interaction Logging.
Agent hints
Agent hints provide real-time, customizable guidance to agents during interaction.
Hints appear above the Log call/chat/email area once an inbound interaction is delivered. They remain visible for the duration of the interaction.
Agents can collapse the hints panel using the down arrow, but it cannot be fully closed.
Hints are configured by administrators. For more information, see Configuring Agent hints for Agent Workspace.
Automatic real-time transcription language detection (voice only)
This feature automatically identifies and applies the spoken language(s) to your transcription, sentiment analysis, and summarization within the first few seconds of a call.
For more information, see Automatic real-time transcription language detection in Agent Workspace.
Extended wrap
Your agents can use the Extended wrap if they need additional time to finish notes or select a disposition code.
How it works:
Click Extend wrap-up time in the Log call/chat/email panel to increase your post-interaction time.
Outbound SMS visibility
Administrators can control which provisioned SMS numbers are visible to agents in the outbound selection menu. This allows for precise control over outbound operations and ensures regulatory compliance, such as 10DLC registration.
For more information, see Configuring SMS for Agent Workspace.