Agent's Workspace is the interface where you can make and receive clients' calls, check out your call statistics, and report your breaks.
To get to the Agent's Workspace login page, enter your PBX Stats URL followed by /agent.
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.
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:
Enter agent credentials (login and password) on the login page.
Leave the Use our WebRTC as your device enabled.
Click SIGN IN.
Click the dial button to get to the CommPeak Softphone and start dialing phone numbers.
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 the option of calling from the WebRTC softphone.
To log in with your SIP credentials:
Make sure you have registered your device in the softphone or IP phone.
Enter agent credentials in the Agent's Workspace login window.
Uncheck the Use our WebRTC as your device box and enter the device number.
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.
Agent Statistics
In your workspace, you can see the statistics of all your calls in the following boxes under Your call stats:
Box | Description |
Total calls | The total number of calls you had |
Outbound | The calls you made |
Inbound | The calls you received |
Total talk time | The time totally spent on talks |
Effective calls | The calls over 90 seconds by default |
Unanswered calls | The calls you didn’t answer |
Answered calls | The calls you answered |
Total break time | The time totally spent on breaks |
The section on the right displays the following data:
Session time
This 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
This section shows how many pauses you made and the total time spent on a pause.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.