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 Contact Center queues and campaigns (the Agent role has it), and Use the telephony soft phone for the soft phone (the Agent role does not have it by default; an administrator adds it)
Features	Contact Center Agents, Contact Center Real-Time, Contact Center Voice, and Telephony Soft Phone Core (turned on with Telephony Soft Phone Extension)

Can't find it?

What you see depends on your role. If the menu, a button or a setting on this page is missing, ask your administrator to give you the permission listed above or to turn on the feature. Only administrators can turn features on and change site settings.

Your shift at a glance

1. Open the soft phone and My workspace.
2. Sign in to the queues and campaigns you work today.
3. Set your presence to Available when you are ready, or pick a reason when you are not.
4. Accept or decline each offer. Dialer work opens its activity for you.
5. When a call ends, finish your notes, pick a disposition and complete the activity.
6. Check Recent activity to confirm your last outcomes before you take the next offer.

Start your shift: sign in to queues and campaigns

You sign in from the soft phone, not from My workspace. The workspace only shows a chip for each queue you are signed in to.

1. Open the soft phone and choose the Work tab.
2. Under Queues, select the queues you work today (the box reads Select queue(s) until you pick one). Under Campaigns, select the dialer campaigns (Select campaign(s)). If your company uses agent entitlements, you only see the queues and campaigns you are entitled to; otherwise you see them all.
3. Click Sign in. You must pick at least one queue or campaign; otherwise the tab says Select at least one queue or campaign before signing in.
4. You become Available, and the Work tab lists each queue and campaign you are signed in to, each with its own Sign out button. If callers are already waiting in one of your queues, you are offered the next one straight away.

To leave one queue or campaign and stay in the others, click its Sign out. At the end of your shift click Sign out of all. The page does not reload when you sign in or out.

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. When you switch back to Available, you are offered any call already waiting in your queues straight away.
• A reason code (for example Team meeting or Away from desk) makes you not ready and records why. Your manager sets up the reason codes on the Agent states screen and decides which state each one puts you in. When no reason codes are set up, the soft phone menu offers Away, Do not disturb, Meeting, Training and After-hours unavailable instead.
• Break: break reasons (for example Short break or Lunch) are grouped under a Break heading; with no break reasons there is a single Break item. A break starts at once when nothing is being routed to you. While you have an offer, a call or wrap-up, the heading reads Request break, and the break starts by itself when that work ends. You get no new work while you are on a break or waiting for one.
• Offline (soft phone menu only) stops all work. My workspace has no Offline item.

A break that is waiting for your current work to end shows as Break pending next to your state, with the reason if you picked one (for example Break pending: Lunch).

My workspace

Open Interaction Center > My workspace. Keep it open, with the soft phone, for your whole shift. 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. Connection lost. Reconnecting... or Disconnected. Live updates are paused. 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, so you can see where the pressure is. 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. See Answer or decline an offer.
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 says No active interactions right now until you accept something. 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. See Review your recent activity.

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.

Use the soft phone for the call itself: hold, mute, keypad, transfer and hang up. See Placing and Handling Calls.

Answer or decline an offer

When routing picks you for a call, an offer card appears in My workspace and the docked agent bar opens, showing the caller (name or number), the queue and a countdown.

1. Click Accept before the countdown ends. The card shows Answering… while the call connects, then the call moves into Active interaction. If the call does not connect, the card says The call is taking too long to connect. Check your soft phone, then try again.
2. Or click Decline. The caller goes back to the queue and is offered to another agent first. The call comes back to you only when nobody else can take it.

If you do nothing, the offer ends with the countdown and the queue's Unanswered offer action applies: the call is offered to the next agent (the default), sent to voicemail, or ended. See Queues. A call to your personal line that you decline or do not answer goes to your voicemail when the line is set to send unanswered calls to voicemail.

tip

If you refresh the page while an offer is ringing, the offer comes back, so you can still answer it.

Calls from a dialer campaign

When you are signed in to a campaign, the outbound dialer gives you calls in one of these ways, set by the campaign's dialer profile.

Preview

1. The docked agent bar shows the offer (Preview — review then dial) with Dial and Skip, and the activity's Complete activity page opens so you can read the record first. It does not open if the page you are on has unsaved changes.
2. Read the customer and activity details.
3. Click Dial. The system places the call for you; you do not dial the number yourself. Skip passes on the record.
4. Talk to the customer, then complete the activity with a disposition.

Power and progressive

You do not press anything. Stay signed in to the campaign and Available. The dialer places the call, reserves you for it, and the activity's Complete activity page opens as the call connects. Handle the call like an inbound call, then complete the activity to become Available for the next one.

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 or another sensitive number. If your company requires a reason, you are asked to Enter a reason for pausing recording. While the recording is paused the panel says Recording paused for sensitive-data capture. Click Resume recording as soon as the customer has finished. If you forget, the recording resumes on its own after the maximum pause time your administrator set.
• Collect data securely: creates a one-time link for the customer to type their card or bank details themselves, on their own device. The link is copied for you and shown so you can send it. Only a masked value (such as the last four digits of a card) is kept; you, your supervisor and the recording never see the full value. Only one secure capture can run on a call at a time. If the customer does not finish, the link expires (after 5 minutes unless your administrator changed it).

While the recording is paused, supervisors cannot listen in to the call, and a supervisor who was already listening is dropped. Every pause and resume is recorded in the audit trail.

These need the Pause recording on own live interactions and Initiate secure capture on own live interactions permissions (the Agent role has both), the Contact Center settings to be switched on and, for pausing, a phone provider that can pause recording.

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). It keeps working when the soft phone runs in its own window, so an offer reaches you on any page of the CRM.

Offer	Buttons	What happens
Incoming call	Accept / Decline	The bar beeps once. When you accept, the activity's Complete activity page opens.
Preview (Preview — review then dial)	Dial / Skip	The activity 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 activity 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 Open customer record. The headset icon opens My workspace. Your presence shows on the bar but is changed from the soft phone. The bar has no disposition controls; you pick the disposition on the activity's Complete activity page.

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. Wrap-up does not end on a timer; you end it by completing the activity:

1. Click Complete activity in the Active interaction panel.
2. Check the customer and activity details, and update the subject details if needed.
3. Pick a disposition. If the activity's subject flow requires one, you cannot complete without it.
4. Add notes if needed and save.

Completing returns you to Available, or starts the break you requested during the call. You get no new calls until then. 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). The activity stays open, with no disposition recorded.

See Activities for the Complete page.

Review your recent activity

The workspace's Recent activity panel lists the interactions you finished most recently: the direction, the customer's number, the outcome, when it ended and the talk time. It says No recent interactions until you finish your first one.

The soft phone keeps your history too, and both tabs update as calls end:

• Recent lists your latest calls, inbound and outbound, with their direction, outcome and time, and a Call button to dial the number back.
• Voicemail lists the voicemails left for you. See Voicemail.