Workspace is the main working area for agents. It is designed to increase efficiency of agents. In Workspace, agents answer calls from queues and work with inbound chats.
In addition, Voximplant Kit Workspace maximizes agent flexibility and productivity with a Softphone.
This section is available to all users of the contact center.
To start working with your workspace, do the following:
- Log in to your Voximplant Kit account. Enter your credentials:
- The system opens the main work area with the Assigned to me and Unassigned tabs displaying the distributed activities.
If you log in to the Voximplant Kit account as an administrator, on the left sidebar, click Workspace.
- In the Assigned to me tab, you can view chats or calls assigned to you. You can easily switch between assigned tasks.
- In the upper right corner, toggle the switch 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.
- Click Statistics in the upper right corner to review the statistics dashboard. Click More information to review detailed data.
- Click Audio settings to configure your microphone and speakers. Click Test audio to test configured settings.
- Click the User profile icon to configure the profile setting or to log out.
Assigning unassigned tasks
You can assign unassigned tasks to yourself in the Workspace.
- After you open the work area, select the Unassigned tab. The system opens the window with all unassigned calls and chats.
- Select an unassigned chat in the left column.
You can sort unassigned chats from newest to oldest.
- 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.
You can assign any unassigned task to one of your colleagues as well.
Processing inbound calls
After you activate the Receive new status, you can start processing inbound calls from your clients.
- In the left column, select an incoming call to start.
- 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.
Your status changes from online to in service while you are handling an inbound call.
- On the call control panel, you can mute, put on hold, end, or transfer the call.
- To transfer the call to another agent, click Transfer on the control panel. The Transfer call window opens.
To transfer the call, you and the agent to whom you want to transfer the call should be assigned to the same queue.
- In the Transfer call window, search for the required number either by user name, or by an extension of a specific user, group, or queue.
- Click Ask First if you want to ensure that the other agent is available or ready to accept the call. If you are transferring a call to a group of agents, you can first ask the agent or perform blind transfer. If you are transferring a call to a queue, only blind transfer is possible.
- 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.
- Click End to end the call.
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 enable the Receive new switch, you can start processing messages from your clients.
- In the left column, select a new message from a client to start a chat.
Next to each chat, you can see the icon indicating the channel used by the client.
- In the middle column, enter an answer in the Message field and click Send.
- If you need to review message history, click the date above the text field and select the required date from the drop-down list.
- If you need to attach a document, click Attach file in the Message field.
- Click Sent location to share the location if needed.
- In the right column, you can view contact information and conversation tags.
- To close the conversation, click Close conversation on the chat’s card in the left or middle columns.
In Workspace, agents can have different statuses while working. This helps you gain visibility into each agent's activity.
By default, Voximplant Kit offers you eight system statuses that can be assigned to agents: ready, dialing, in service, after service, banned, offline, online, dnd.
In addition to system statuses, you can define custom agent statuses, like break, training, PTO, etc. For more information on each status, go to the Configuring general settings article.