How to Switch to the Agent Workspace and What’s New

This article explains how to switch to the new Agent Workspace and highlights the key improvements over the Legacy Agent Interface.

The new Agent Workspace provides an updated interface for agents working in Predictive Mode. Its structured layout contains clearly separated sections, centralized call controls, and improved visibility of agent and lead information.

The legacy Dialer Agent Interface remains available. Agents can switch between the two views at any time in their profile settings.

How to Switch to the Agent Workspace

To enable the Agent Workspace option:

Click your profile icon in the top-right corner.
Select Profile Settings.
Open the Configurations tab.
Select the Agent WorkSpace checkbox.

How to enable the Agent Workspace

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NOTE
For more details, visit the User Profile article.

Agent Workspace vs Legacy Interface

See below what has changed.

During a Call

The legacy Dialer Agent Interface displays indicators, lead details, and controls within a single window.

Sceenshot of the call page in the Legacy Agent Interface — The call page in the Legacy Agent Interface

The new Agent Workspace is divided into clearly structured sections.

Screenshot of the call page in the Agent workspace — The call page in the Agent Workspace

The header displays the agent status with timer, campaign and lead identifiers, phone number, connection quality indicator, notifications, calendar access, meeting count, and clock-out option.
The call panel contains controls to manage the active call, including volume adjustment, hold, hang up, redial, transfer, conference, voicemail, and call rating.
Lead details and history allow agents to review and update lead information and interaction history.
Comments display internal notes and allow agents to add comments.
Extended CRM information shows additional lead data synchronized from the CRM system.

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NOTE
For more information about handling calls, refer to the Making Calls article.

During Feedback Submission

The working window during feedback submission uses the same single layout in the legacy Dialer Agent Interface.

Sceenshot of the feedback page in the Legacy Agent Interface — The feedback page in the legacy **Agent Interface**

The same structured layout as during the call with the call panel, lead data, and comments applies to the feedback window in the new workspace. In addition, agents can select the conversation status and schedule a callback.

Sceenshot of the Feedback page in the Agent Workspace — The **Feedback** page in the new **Agent Workspace**

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NOTE
For more information, refer to the Submitting Feedback article.

What’s New in the Agent Workspace

In addition to the structured layout, the new Agent Workspace offers new features that improve agent experience.

New Feature	Benefit
Resizable Sections	All workspace sections can be resized. This allows agents to adjust the layout based on their screen size and workflow.
Informative Header	Agents gain real-time visibility into agent and lead details, quick access to scheduled meetings and their totals, instant insight into connection quality, and one-click access to notification history.
Centralized Call Controls	All call management functions are grouped in the call panel, allowing agents to manage active calls from a single location.
Improved Lead Management	The Lead Details and History section provides a complete view of the lead profile and interaction history. Agents can update lead information in real time, use search functionality, and filter history records.
Separate Comments Section	The Comments tab is independent from the lead details section and can be resized or opened in a separate window, improving flexibility during calls.

Why Switch to the Agent Workspace?

The new Agent Workspace provides a more structured, organized interface than the legacy view and maintains access to the same core functionality.

Key improvements include clearly defined sections for each function, centralized call controls, and better visibility of lead information and agent status. Resizable panels and independent sections allow agents to adjust the layout based on their workflow and screen size.

These changes support more efficient navigation and interaction during Predictive Mode.

Updated 1 day ago