Exploring your workspace

Workspace is the main working area for agents. In the Workspace, agents answer calls from queues and work with inbound chats. In addition, agents can call customers directly from their Workspace using the softphone functionality.

Log in to your Voximplant Kit account and go to the Workspace section. If your role is an Agent, the Workspace opens by default.

The Workspace consists of two tabs: My tasks and Unassigned. The My tasks tab displays the list of tasks you are currently processing. It can be an inbound customer call or chats distributed to you. The Unassigned tab displays chats waiting for an available agent. You can select any conversation and assign it to yourself or another employee.

1. Once a call from queue is distributed to you, it displyas in the top of the screen. Click it - a call panel with control buttons displays.
2. Click Accept to answer the phone.

After answering the call you will be able to:

3. During a conversation you can add tags and topics to the call. To do this, click Add in the appropriate field below the call panel. The functionality of tags and topics allows you to classify customer requests depending on specific properties, for example, call duration, conversation subject, or whether the caller is a prospect.

4. In the call processing card, select a wrap-up code to label the conversation outcome, if the call was received in a campaign.

5. If required, add additional information to the conversation in the Notes field. This is helpful if you do not see an appropriate topic to classify your conversation. You can enter a PO number, a missing article to be ordered from a warehouse, etc.

6. In the right column, review the customer information or add new data.

7. When the conversation is over, click End.

1. On the call panel, click the Transfer button to route the call to another agent.

If required, use the DTMF keypad to manually dial the extension number to transfer the call to.

A call transfer window opens in the right area of the Workspace. The Contacts tab displays the list of users, queues, groups, and remote extensions.

2. Search for and select the required number either by username or by extension of a specific user, group, queue, or remote extension. Make sure to enable the Show available only switch.

3. Select, whether you want to notify the destination party before transferring the call (warm transfer) or perform an unattended transfer (blind transfer). Select the Ask first or Transfer now radio button accordingly.

If you are transferring a call to an agent group, the system allocates the call according to the dialing strategy defined in the group settings. The options are:

4. If you want to transfer a call to an external phone number, select the External number tab in the Transfer window. Select a Caller ID in the Call from field and enter the destination phone number in the Call to field.

5. Click Transfer. If the transfer is successful, you will hear a beep.
6. Click Complete transfer. Note that the call details are transferred to the destination agent together with the call (both in an attended and blind transfer).

If an attended transfer fails, you can try to transfer the call again or end it. In case of a blind transfer, the call does not return to you.

Inbound messages can be automatically distributed to you from queues or assigned to you manually. Automatic distribution of chats is only available when an agent is in the Ready status.

1. To manually assign a conversation to yourself, select it from the Unassigned list. You can sort conversations by Newest/Oldest. Next to each chat, you can see the respective channel's icon.

2. Assign the conversation to yourself. For that, select your name from the Unassigned drop-down list. The selected conversation now displays on the My tasks tab.

The chat you are currently processing displays in the list with a timer which starts from the moment the chat is assigned to you (automatically or manually).

3. In the middle column, enter your message in the text field and click Send.

4. Add tags and topics to classify the conversation.
5. If required, add additional information to the conversation in the Notes field. This is helpful if you do not see an appropriate topic or tag. You can enter a PO number, a missing article to be ordered from a warehouse, etc.

6. If you need to review the message history, click on the date above the text field and select the required one from the drop-down list.
7. If you need to attach a document, share your location, or use Emoji, click on the appropriate icon in the text field. You can also use a predefined message template.

8. Review/update the contact information in the right column.

9. To close the conversation, click Close on the conversation card in the left or middle columns.

You can initiate a conversation with a customer through a WhatsApp channel by clicking the Create chat icon. Please note, that WhatsApp strictly restricts the ability to initiate contact with customers and you can only write to a customer first using an HSM template.

An HSM template (Highly Structured Message) is a pre-defined standard message for sending to customers via WhatsApp. A template can consist of text, media files, buttons, and variables. WhatsApp templates have strictly limited categories and require WhatsApp approval.

As soon as the customer responds to the template message, you will be able to send free-form messages for 24 hours. Each new response from the customer extends the window by another 24 hours. When more than 24 hours have passed since the last response from the customer, your ability to send messages is blocked. To unlock it, you must send a template again.

If the customer resumes the conversation after 24 hours, you can continue free-form communication regardless of whether a repeated template message was sent.

For detailed instructions on how to create, register, and send an HSM template, go here.

Agents can have different statuses while working. Statuses help you track what your agents are busy with and distribute load in the contact center accordingly.

A status displays in the top right-hand corner of the screen with a timer that shows how long an agent stays in this status.

When agents log in to their Workspace, they get the Online status. You can transfer calls to online agents and call them via the softphone. However, they do not receive calls from queues. Agents can change this status by clicking on it and selecting Ready from the drop-down list.

Agents in the Ready status can receive calls from queues and process chats from channels connected to queues. An agent can change this status by clicking on it and selecting one of the unavailability statuses (Online, DND, or custom) from the drop-down list.

Once a call is assigned to an agent, their status changes to Dialing. An agent remains in this status until they answer the call, the call is ended by the customer, or assigned to another agent.

When an agent answers the phone, the status changes to In service. This status is only active while an agent is attending a customer call.

After an agent ends a call from queue, their status changes to After service. Agents can change this status to Ready by clicking the Complete button. If the after service time limit is specified in the queue settings, the system will automatically force agents out of the after service when this limit is reached.

Agents in one of the call processing statuses (Dialing, In service, or After service) can schedule which status should go next be clicking the current status and selecting one of the unavailability statuses (Online, DND, or custom). The transition to the scheduled status will occur after the call is processed.

If an agent fails to answer the call on time, they get Banned. Agents need to manually change this status by clicking the Unban button next to the status. Agents can schedule which status should go next by clicking the current status and selecting the status they need from the drop-down list.

If an agent is unavailable to process customer requests, they set the DND or one of the custom statuses. Agents in this status can neither receive calls from queues nor can you transfer them calls/chats. Agents can change this status by clicking on it and selecting Ready from the drop-down list.

Agents who are not online have the Offline status.

For more information on agent statuses, go here.