Workspace

1. Description

The Workspace application is the Agent's working space.

The main tasks of the Agent are servicing calls, chats, and completing tasks.

To start working, you must switch the Call Center to the active position (Fig. 1), thereby switching to the online status.

More information can be found on the pages below:

1.1. Network Quality

While working in Workspace, the system automatically monitors network quality.

In the top panel of the interface, an indicator is displayed that monitors and shows the network quality in real time:

• – excellent network quality;

• – possible delays;

• – poor network quality.

In addition, during each call, the system performs a deeper analysis of the network connection, evaluating other parameters required for call quality.

If a degradation in connection quality is detected during a call (Jitter, Packet Loss, MOS), after the call ends, a notification is automatically displayed in Workspace:

• “Network delay was detected during the call.”;

• “Low network quality was detected during the call.”.

1.2. Hotkeys

The following hotkeys are available:

• Alt+N — open/close the window in the Center block where you can make an outgoing call;

• Alt+A — accept a call, a chat, or a task;

• Alt+E — end a call, a chat, or a task;

• Alt+M — mute;

• Alt+H — hold;

• Alt+T — transfer;

• Alt+n — where n is the button's sequence number in the dynamic window, a digit from 1 to 9. Select the button to be clicked; pressing Enter confirms the selection. For example, Alt+1.

When you click on  in the address bar, a notification opens (Fig. 2) about the possibility of opening Workspace as a PWA.

When you click the Open button, Workspace opens as a separate application. All Workspace functionality is available in it.