Agent Workspace - Sign In, Presence and Work Offers
An agent works with three things on screen:
- the soft phone window (from the browser extension or Windows app), which carries the call audio and where you sign in to queues and campaigns (its Work tab);
- My workspace, which shows your presence, your queues, incoming offers, the call you are on and your recent work;
- the docked agent bar at the bottom of every admin page, which pops up with each offer so you can stay on any page of the CRM.
| Menu | Interaction Center > My workspace |
| Permission | Sign in to queues and campaigns (the Agent role has it) |
| Features | Contact Center Agents, Contact Center Real-Time, Contact Center Voice, and Telephony Soft Phone Extension |
Start your shift: sign in to queues and campaigns
- Open the soft phone and choose the Work tab.
- Under Queues, select the queues you work today. Under Campaigns, select the dialer campaigns. You only see the ones you are entitled to.
- Click Sign in. You become Available, and the Work tab lists each membership with its own Sign out button.
- At the end of your shift click Sign out of all.
Set your presence
Pick your presence from the menu at the top of the soft phone, or from the presence button in My workspace.
- Available means you can receive work.
- A reason code (for example Team meeting or Away from desk) makes you not ready and records why.
- Break reasons (Short break, Lunch) are grouped under Break. While you are busy with work the heading reads Request break, and the break starts when the work ends.
- Offline (soft phone menu only) stops all work.
A change that is waiting for the current work to end shows as Label · Pending. Your manager sets up the reason codes on the Agent states screen.
My workspace
Open Interaction Center > My workspace. From top to bottom:
| Area | What it shows |
|---|---|
| Name, extension and presence | Who is signed in, your extension (the # badge), and a presence button to change your state. |
| Connection | Connected while live updates work. Reconnecting... or Disconnected means the page will not show new offers until it reconnects. |
| Live dashboard | A shortcut, shown to supervisors only. |
| Queue chips | The queues you are signed in to, with how many items are waiting in each. Sign in and out from the soft phone Work tab. |
| Offer card | A new offer, with the caller, the queue and a countdown (Respond in 25s). Click Accept or Decline. An unanswered offer follows the queue's Unanswered offer action. See Answer an incoming call for a live example. |
| Active interaction | The interaction you are working: customer, direction, queue, number, status and talk time, with Open customer record, Complete activity, and the recording controls below. It fills in while the call is live: an inbound call once you accept it, and an outbound dialer call (preview, power or progressive) as soon as it is dialed. The status follows the call (Ringing, Connected, Held). When the call ends it shows Ended for as long as you are in wrap-up, and clears once you complete the activity. A dial nobody answered clears straight away. The docked agent bar shows the same call. |
| Recent activity | Your latest interactions with their status, time and talk time. |
When you accept a preview or dialer offer that is set to open the activity automatically, the workspace goes straight to the activity's Complete page.
Protect card details on a recorded call
When your administrator allows it, the Active interaction panel shows:
- Pause recording / Resume recording: stops the recording while the customer reads out card details. You may be asked for a reason. The recording resumes on its own after the maximum pause window.
- Collect data securely: creates a one-time link for the customer to type their card or bank details themselves, and copies it for you to send.
These need the Pause recording and Initiate secure capture permissions and the Contact Center settings to be switched on.
The docked agent bar
The bar sits as a small tab at the bottom of every admin page while you are signed in. Click it to expand; it also opens by itself when an offer arrives, and collapses when you click elsewhere (except while an offer is ringing).
| Offer | Buttons | What happens |
|---|---|---|
| Incoming call | Accept / Decline | The bar beeps once. When you accept, the customer's record opens. |
| Preview (Preview - review then dial) | Dial / Skip | The record opens so you can read it first, unless the page you are on has unsaved changes. Dial places the call. |
| Power or progressive call | none | The system has already dialed; the record opens as the call connects. |
During the call the bar shows the direction, contact, number, queue, status and a talk timer, plus Open activity or Complete activity and Customer record. The headset icon opens My workspace. Your presence shows on the bar but is changed from the soft phone.
After the call: wrap-up
A call that came from a queue or a campaign puts you in Wrap-up when it ends, so you can finish your notes. Complete the activity (pick a disposition and save) to become available again. Direct calls to you, and calls you dialed yourself, skip wrap-up. If an activity is left open, wrap-up ends by itself after 15 minutes (a setting your administrator can change).
See Activities for the Complete page.