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Managing Agents

Learn how to use the Agent's Workspace where you can make and receive clients' calls, check out your call statistics, and report your breaks.

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Agent's Workspace is a comprehensive interface for managing calls, tracking performance, and logging breaks, with options to use either a built-in WebRTC softphone or a third-party softphone.

To get to the Agent's Workspace login page, enter your PBX Stats URL followed by /agent .

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NOTE

Example of PBX Stats agent login URL: sample.stats.pbx.commpeak.com/agent

Using CommPeak Softphone

CommPeak Softphone (WebRTC) is available as a device for dialing numbers in your agent workspace.

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NOTE

You can use the web-based softphone from your agent workspace if your manager configures the webrtc_enable parameter on the Admin page. If it is not configured, the Use our WebRTC option is unavailable.

To log in and use WebRTC:

  1. Enter agent credentials‍ (username and password) on the login page.

    Screenshot of the CommPeak Softphone welcome screen

    CommPeak Softphone welcome screen

  2. Leave the Use our WebRTC as your device enabled.

  3. Click SIGN IN.

  4. Click the dial button to get to the CommPeak Softphone and start dialing phone numbers.

    Screenshot of the CommPeak Softphone workspace with **Dial** button

    CommPeak Softphone workspace with Dial button

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NOTE

The built-in softphone application contains all the features and benefits of the standalone CommPeak Softphone except for multiple SIP accounts.

Using Third-Party Softphone

Another option is to use a third-party softphone and log in with your SIP device.‍ You will work in the agent's interface just to provide agents' statistics and pause options without calling from the WebRTC softphone.

To log in with your SIPcredentials:

  1. Make sure you have registered your device‍ in the softphone or IP phone.

  2. Enter agent credentials in the Agent's Workspace login window.

  3. Uncheck the Use our WebRTC as your device box and enter the device number.

    Screenshot of the **Use our WebRTC as your device** box unchecked

    Use our WebRTC as your device box unchecked

  4. Receive an incoming call on your softphone and enter the agent credentials using voice prompts.

Online and Pause Status

On the right, you can see your online or pause status. When you’re online and assigned to any queue, you’ll be able to receive calls. To become unavailable for inbound calls, click PAUSE and choose a break type.

Screenshot of the screen with choosing pause type dialog

Choosing pause type dialog

Agent Statistics

In your workspace, you can see the statistics of all your calls in the following boxes under Your call stats :

BoxDescription
Total callsThe total number of calls you had
OutboundThe calls you made
InboundThe calls you received
Total talk timeThe time totally spent on talks
Effective callsThe calls over 90 seconds by default
Unanswered callsThe calls you didn’t answer
Answered callsThe calls you answered
Total break timeThe time totally spent on breaks.

The section on the right displays the following data:

Screenshot of the screen with agent statistics

Agent statistics

  • Session time: indicates how long you stay logged in to the Portal. Also, you can see the idle time, which shows how long you don’t receive or make calls.
  • My Breaks: shows how many pauses you made and the total time spent on pauses.
  • General Info: here, you can check the device you’re currently using and your Caller ID (currently, this feature is in development).
  • Assigned Queues: you can see the name of the queue you’re assigned to in this section. It means that you’ll receive calls that wait in this exact queue.

Logout

To end your session and log out of your workspace, click LOGOUT.

Screenshot of the **Logout** option

Logout option

Updated 5 days ago