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Getting started with Workspace

Workspace is the main working area for agents. In Workspace, agents answer the calls from a queue and work with the inbound chats. Optionally, agents can call clients using Softphone.

To start working with your workspace, do the following:

  1. Log in to your Voximplant Kit account. Enter your credentials:
  • Account name

  • Email address

  • Password

  1. The system opens the main work area with the Assigned to me and Unassigned tabs displaying the distributed activities.
Note

If you log in to the Voximplant Kit account as an administrator, on the left sidebar, click Workspace.

  1. In the Assigned to me tab, you can view chats or calls assigned to you. You can easily switch between assigned tasks.

  2. In the right upper corner, move the toggle to activate the Receive new status to start receiving new calls and messages. When you are busy, deactivate the Receive new status and change Online to Dnd.

  3. Click Statistics in the right upper corner to review the statistics dashboard. Click More information to review detailed data.

Statistics
  1. Click Audio settings to configure your microphone and speakers. Click Test audio to test configured settings.
Audio settings
  1. Click the User profile icon to configure the profile setting or to log out.

Assigning unassigned tasks

You can assign the unassigned tasks to yourself in the Workspace.

  1. After you open the work area, select the Unassigned tab. The system opens the window with all unassigned calls and chats.

  2. Select an unassigned chat in the left column.

Note

You can sort unassigned chats from newest to oldest.

  1. Select yourself from the Unassigned drop-down list to assign the chat to yourself. The system transfers the selected chat to the Assigned to me tab.
Unassigned tasks
Note

You can assign any unassigned task to one of your colleges as well.

Processing inbound calls

After you activate the Receive new status, you can start processing inbound calls from your clients.

  1. In the left column, select an incoming call to start.

  2. After you select the call, in the middle column, you can view the call data before answering the call. In the right column, you can view the contact information.

Handling the call
Note

Your status changes from Online to Inservice while you are handling an inbound call.

  1. On the call control panel, you can mute, put on hold, end, or transfer the call.

  2. To transfer the call to another agent, click Transfer on the control panel. The Transfer call window opens.

Important

To transfer the call, you and the agent to whom you want to transfer the call should be assigned to the same queue.

  1. In the Transfer call window, select an agent to whom you want to transfer the call.
Transferring the call
  1. Click Ask First if you want to ensure that the other agent is available or ready to accept the call before transferring the call.
Asking first
  1. Click Transfer Now to transfer the call immediately.

After you transfer the call, you can end the call or hold on and monitor the conversation.

  1. Click End to end the call.
Note

After you end the call, your status changes to Dnd. An administrator can limit the Dnd status time in the queue settings.

Processing inbound messages

After you activate the Receive new status, you can start processing messages from your clients.

  1. In the left column, select a new message from a client to start a chat.
Note

Next to each chat, you can see the icon indicating the channel used by the client.

  1. In the middle column, enter an answer in the Message field and click Send.

  2. If you need to review the message history, click the date under the text field and select the required date from the drop-down list.

  3. If you need to attach any document, click Attach file in the Message field.

  4. Click Sent location to share the location if needed.

  5. In the right column, you can view the contact information and conversation tags.

  6. To close the conversation, click Close conversation on the chat’s card in the left column.

Processing inbound chats

Using Softphone

Use Softphone to call a client directly from your workspace.

  1. Click Settings > General.

  2. In the Call permissions tab, move the Outbound calls toggle to activate Softphone.

Important

An administrator or an owner can configure Caller ID that is displayed in the dialer in the General settings section or in the Edit group section. The caller ID configured in the Edit group section overrides the caller ID configured in the General settings section.

After Softphone is activated, agents can start using it for outbound calls.

  1. Click the Softphone icon in the left bottom corner.

  2. In the Contacts tab, the system displays the phone numbers of other agents.

Contacts
  1. In the Keypad tab, enter a phone number and click Call.
Keypad
  1. In the Recent calls tab, review call history and call back, if needed.
Call history

Statuses

In Workspace, agents can have different statuses while working.

By default, when entering Workspace in Voximplant Kit, an agent has the Online status. This status allows agents to transfer calls to another agent, or call through Softphone, but agents do not receive the automatic distribution of calls or chats from the queue to which they are assigned.

The Dnd status can be set manually from the Online status or automatically after a call ends. When agents have this status, they cannot receive calls from the queue to which they are assigned, and they are unavailable for the call or chat transferring.

The Ready status is set after an agent activates the Receive new toggle. When agents have this status, they receive calls from the queue to which they are assigned and chats from channels assigned to the queue.

The Dialing status is set when an inbound call is being distributed to an agent. Agents have this status until they answer the call or until the call ends or goes to another agent. This status can be changed to the Inservice or Banned statuses.

The Inservice status is set when agents accept calls and are active only during the call.

The Afterservice status is set automatically after the call ends. An agent can click End and change the status Ready, or this status changes automatically according to the settings configured by an owner or administrator.

The Banned status is set when an agent does not accept a call on time. An agent can click Unban to disable this status.