Agents & the workspace.

Roles

Every user in a workspace has one of four roles. Agents and supervisors always use a seat; owners and admins use one only when they also take calls.

Who can do what

Supervisor scope. In Settings, set supervisor scope to Team and supervisors see, monitor and change the state of only the members of their own team: on the wallboard, in reports and in call lists. Owners and admins always see everyone.

Logins

There are two ways to sign in.

• Invites. Users added by email can receive an invite link, valid for 7 days. Invited users already hold a seat.
• Lockout. Failed sign-ins are rate-limited per account and per IP address, so a stranger can't lock an agent out in the middle of a shift. An account is locked for 30 minutes only after 50 failures in 24 hours from any address; admins can Unlock it in Team.
• Two-factor authentication. Any user can switch on an authenticator app from Account, with 10 one-time recovery codes.
• Sessions. A session lasts at most 7 days and ends after 12 hours idle. An open workspace tab counts as activity. Users can revoke their sessions from Account; admins can revoke them from Team.

Adding users

Open Team and press Add agent: name, email or username, role, queues, then send an invite or set a temporary password. Username-only users always start with a temporary password.

To add many at once, use bulk create and paste CSV lines of name,login,role, where login is an email or a username. Temporary passwords for username rows are shown once.

Users with call history can't be deleted, only disabled. Disabling signs them out, sets them Offline and frees their seat. Group users into teams for supervisor scope and reporting.

Seats

Seats are what you pay for: one seat per person who can take calls.

• Uses a seat: every agent and supervisor, and owners and admins with Takes calls switched on. Invited users hold a seat.
• Doesn't use a seat: disabled users, and owners and admins who don't take calls.

The Team page shows a seat meter, for example "8 / 10 seats". Anything that needs a seat checks for a free one first: creating or inviting an agent or supervisor, re-enabling a user, changing a role to agent or supervisor, and switching Takes calls on.

When every seat is taken, the dialog says "All 10 seats are in use". Users who can manage billing get an Add seats button that opens billing with the right number pre-filled and brings them back to Team afterwards; everyone else sees "Ask your owner to add seats". You can't remove seats below the number in use, so disable users first. During a trial without a card, the limit is 5 seats. Pricing and proration are in Billing & usage.

The agent workspace

The agent workspace at /agent is a single tab with the softphone docked on the right, the screen-pop in the middle and navigation on the left: home, contacts, callbacks, history, voicemail and campaigns.

Start of shift

The Start your shift card checks the browser and the microphone, offers audio devices and a connection test on live telephony, and ends with Go available. See Browser and headset.

Only one tab per browser owns the phone. Other tabs show "Phone active in another tab" with Use here; clicking a number in them dials through the phone tab. Moving between the agent workspace and the admin console never drops a call.

Statuses

Agents choose Available, Break or Offline; a choice made during a call applies when the call and wrap-up end. Supervisors can force a state.

Break reasons are set in Settings. The defaults are Lunch (unpaid, 60 minutes), Break (paid, 15 minutes), Meeting, Training, Coaching and Technical issue. A reason with a maximum length shows as overdue on the wallboard when the break runs long.

Missed offers. If an agent lets inbound offers ring out twice in a row (the default), they're put on Break with the system reason "Missed calls". Declining an offer doesn't count as a miss.

Queue sign-in. Chips in the header show the agent's queues. Click one to sign in or out of that queue without leaving the other queues.

On a call

• Screen-pop: the matched contact with editable fields (including custom fields marked for the screen-pop), the last 20 calls, the script and notes. Several contacts with the same number show a chooser; an unknown caller gets Create contact.
• Controls: Mute, Hold, Keypad, Transfer, Notes and Record (pause and resume, when the recording policy allows it), then Hang up.
• Transfer: to an agent, a queue or (when allowed) an external number, warm (talk to them first, then Complete, Merge into a three-way call, or Cancel) or cold.
• Drop VM: on outbound calls in plans with voicemail drop, leave a pre-recorded message and move on. It's disabled, with the reason, when the contact's consent doesn't allow it. See Compliance.
• Dropped connection: if the agent's browser drops mid-call, the customer hears hold music and the agent sees Rejoin call. After the grace period (20 seconds by default), an inbound call goes back to its queue with a higher priority, and an outbound customer hears "We got disconnected. We'll call you back." before the call ends.

Wrap-up

When a call ends, the softphone shows the wrap-up timer (30 seconds by default; a campaign, queue or agent setting can change it). Pick a disposition, add notes, schedule a callback, tick Add to DNC, choose what comes next (Ready, Break or Offline) and press Done.

If the timer runs out and the call has a disposition, the agent becomes Available. If a disposition is required (the default) and none was picked, the agent stays in wrap-up and the timer shows as overdue.

Callbacks

• A callback scheduled at wrap-up is assigned to the agent who scheduled it (the picker defaults to 10:00 the next weekday, workspace time). When it's due, a card appears in the softphone (and a desktop notification if the tab is hidden) with Call.
• A callback nobody has called 15 minutes after it's due, or one requested by a caller in a queue, becomes claimable by the team: the first agent to press Call takes it, and the others see it disappear.
• An unanswered callback is tried again 30 minutes later, up to 3 attempts, then marked missed. A callback still not called 2 hours after it's due is also marked missed.
• The Callbacks page lists due, today, upcoming and missed callbacks, plus a Team tab with claimable ones.

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