Handling voice interactions in Agent Workspace

Overview

In Agent Workspace, you can manage inbound and outbound calls with your customers:

• Handle the entire call process from receiving/initiating to post-call wrap-up.

• View real-time transcripts, customer sentiment, and CRM data within a single view.

• Use integrated tools to mute, hold, record, or transfer calls without leaving the browser.

• Record dispositions and notes that sync directly to your reporting and CRM systems.

Managing the voice interaction lifecycle

Accepting and rejecting calls

To receive calls:

1. Ensure your presence state is Ready. For more information, see Changing presence states in Agent Workspace.

2. Accept the call based on your setup:

   • For WebRTC: Click Accept in the Call bar once you hear the headset tone.

   • For hardphones: Pick up the physical handset when the device rings.

3. You can click Reject to return the interaction to the queue for another agent.

Receiving queued callbacks

If your account uses Queued Callbacks, customers can request a callback instead of waiting in a queue. For more information, see Queued callbacks.

When a request is routed to you, the system handles the connection in two stages:

1. Receiving the request (inbound).

   1. A callback request appears in your Call bar, similar to a standard inbound call, but with a specific Callback badge.

   2. Click Accept (or wait for Auto-Answer).

2. Connecting to the customer (outbound).

   1. Once you accept the request, the system automatically converts it into an outbound call to the customer.

   2. The icon in the Call bar switches from Inbound to Outbound, and you will hear a ringing tone until the customer answers.

3. If you cannot handle the callback at that moment, click Reject to return the request to the queue for another agent.

Initiating calls

There are three ways to start a call:

• Click any valid phone number within a CRM record, chat message, or the Insights panel.

• Click the Phone icon in the navigation bar to open the Address book or Keypad. For more information, see Interactions in Agent Workspace.

• VGIS users can click numbers directly on external webpages to trigger a call in Agent Workspace.

Viewing the real-time transcription

If enabled for your account, you can follow a live text version of your conversation directly within the Interaction area. This is available for both inbound and outbound calls. For more information, see Interactions in Agent Workspace.

Consulting and transferring calls

You can consult with other agents or transfer calls by clicking the Consult/Transfer icon at the top of the Interaction area.

To transfer or consult, perform the following actions:

1. Click the Consult/Transfer button next to the contact’s name.

2. Use the Address book or Keypad to find the agent, queue, or an external number.

3. Click Consult next to the agent/queue/external number to initiate the connection.

4. The customer is automatically placed on hold while you connect to the second party.

5. While you are connected to both a customer and a consulted party, you can:

   • Switch between the two parties (one is always on hold while you speak to the other).

   • Click the Conference icon to allow all three parties to speak together.

   • Click the Transfer icon to connect the customer to the consulted party and exit the call.

   • Disconnect from one party while remaining connected to the other.

During and after a call, you can use the Insights panel and the Log call area to document the interaction. This ensures accurate reporting and CRM updates.

Initiating a cross-media consult

If you are currently handling a chat or email and need more information or assistance, you can initiate a voice call without closing your current interaction. This is known as a cross-media consult.

To initiate a call from an active chat or email:

1. Locate the Number:

   1. Click a valid phone number within the contact's record in the Insights panel.

   2. Click a valid phone number directly within a chat message.

2. The number will automatically populate the Contact panel. Verify the digits and click Dial.

3. Once connected, the outbound call and the original chat/email appear together in your Conversation log. This indicates they are linked under the same Conversation ID.

You must end the call and the chat/email independently. Because they are linked, your notes and disposition codes will remain associated with the same overall customer journey.

Ending

To end the call, you can click End call or use your headset or hardphone. The call ends also if the caller disconnects. An interaction then enters the Wrap state.

Logging calls

When the call ends, you enter a Wrap state. You cannot receive new calls until you finish logging and click Complete. For more information, see Interaction logging.

In the Wrap state, you can manually log the following:

• Disposition code(s) to categorize the interaction. For more information, see Disposition codes.

  • If they are required, you cannot click Complete until a code is selected.

  • If they are optional, a Wrap up countdown appears. You can click Extend to reset the timer. If the timer hits zero, the interaction closes and disappears from the log.

• Notes in the text area.

If enabled for your account, you can use:

• Agent Assist to receive a suggested disposition code based on the transcript. For more information, see Interactions in Agent Workspace.

• Insert Summary button to have AI generate a recap directly into your notes without deleting what you have already typed. For more information, see Interactions in Agent Workspace.

Click Complete to save all data and clear the interaction from your log.

Accessing the Interaction ID

Every conversation is assigned a unique Interaction ID (GUID) that you might need for referencing specific conversations in support tickets or CRM records. You can retrieve the Interaction ID while the interaction is active:

1. Navigate to the Insights panel.

2. Open the Information/Metadata tab.

3. Click the Copy icon.