Agent activities

Who should read this article: Administrators, Supervisors

This article contains a list of common questions with answers that link to articles where the information is documented.

Mobile

Q: Is there a mobile version of the Agent Panel?

A: Yes. Voiso offers a dedicated mobile Agent app for Android and iOS devices.

Agents can use the app to handle inbound and outbound voice calls, update their availability status, and view recent call history—all from a mobile device. This provides flexibility for field teams, remote workers, and backup agents.

• Download the mobile app

• Using the Agent mobile app

• Mobile app features for agents

  Note

  Some advanced features available on the desktop Agent Panel may not be supported in the mobile app.

Omnichannel Workspace

Q: What digital channels does Voiso support for messaging?

A: Voiso supports a variety of messaging channels. Your contact center may enable one or more of these, depending on business needs. Channels are assigned individually to agents and queues, so you may only be handling messages from a single channel in your Omnichannel Workspace.

The Omnichannel Workspace supports the following channels:

Icon	Channel
	Voice
	SMS
	Webchat
	WhatsApp
	Telegram
	Viber
	Facebook Messenger
	Instagram

Q: Can I start a conversation with a contact?

A: Some agents may have permission to send business-initiated messages to contacts. In most cases, agents assigned to digital channels like Webchat, WhatsApp, and Telegram, will only respond to user-initiated messages.

Q: What's the difference between user-initiated and business-initiated messages?

A: A user-initiated message is when a contact sends a message to your organization using a messaging platform such as WhatsApp, Webchat, Telegram, or Viber. Replying to a user-initiated message starts a conversation with the contact.

Most contact centers have service level agreements (SLAs) that specify how long your have to respond to messages and resolve conversations. Voiso has timers for Time to Reply and Time to Resolution to help you keep track of how much time you have to handle the interaction.

A: business-initiated message occurs when no recent inbound message from a contact exists for you to reply to, but your organization wishes to send a message to a contact, such as an offer. In this case, you must use a pre-approved message template to start (or reopen an expired) conversation.

To send a business-initiated message, click Send message in Omnichannel Workspace, select the channel, enter one or more contact numbers, and choose one of the message templates available to you.

Q: Can I handle voice and digital interactions at the same time?

A: Yes. Agent Panel for voice calls is incorporated right into Omnichannel Workspace. The interface is designed for easy switching, and you can use Google Chrome's picture-in-picture capability to pop out Agent Panel as a floating window that is always on top of your desktop.

See: Omnichannel Workspace Overview

Q: How do I manage multiple chats at once?

A: Conversations appear as message blocks in the sidebar, so you can switch between them easily. Each message block includes read indicators and timers to help prioritize responses.

The sidebar divides your conversations into ones initiated by you (Initiated tab) and ones started by your contacts (Active tab).

See: Using Omnichannel Workspace

Q: Can I share images or files in a digital conversation?

A: Yes. Click the attachment icon in the message bar to upload media or documents—availability depends on the channel.

See: Using Omnichannel Workspace

Q: What kind of files or media can I send in digital conversations?

A: It depends on the channel. Most channels support text, emojis, and basic media like images or PDFs. The attachment icon will show if the channel allows file sharing. If media isn’t supported, the option won’t appear in the reply window.

See: Using Omnichannel Workspace

Q: How can I forward a conversation to someone else?

A: Use the Forward option in the conversation toolbar to transfer a digital interaction to another agent or queue.

See: Using Omnichannel Workspace

Voice calls

Q: What are the different ways I can make an outbound call?

A: Voiso gives you several ways to place outbound calls in the Agent Panel, depending on where you're working:

• Dial manually – Use the dial pad in Agent Panel to enter a number and start a call.
• Call from history – Click any past call in your call history to redial the contact.
• Click-to-call from a CRM – If your CRM is integrated with Voiso, you can click the phone icon next to a contact to start the call directly from the CRM.
• Use the Chrome extension – Voiso’s Chrome extension lets you click any highlighted number in your browser to start a call.
• Join a Dialer campaign – If you’ve been assigned to a campaign, you can join it from the Agent Panel. Calls will be routed to you automatically.

See: Outbound Calls

Q: What happens when I receive an inbound call?

A: When a call comes in, the Agent Panel displays the caller’s number and name—unless number masking is enabled for privacy. In that case, you may see a masked number or placeholder instead.

Click Answer to take the call. While you're on the call, the call screen gives you access to controls for:

• Mute and unmute
• Hold
• Transfer, consult, or start a conference
• Add call notes to record key details while you talk

When the call ends, you’ll be prompted to select a wrap-up code to describe the outcome. Your notes will stay attached to the call record for future reference.

See:

• Inbound Calls
• Call Notes
• Number Masking

Q: How do I join an outbound Dialer campaign I'm assigned to?

A: If you're assigned to a Dialer campaign, you’ll see a notification in the Agent Panel. Click the notification to open the Dialer Campaign screen and join the campaign.

You can also manually check for active campaigns by navigating to Dialer Campaigns in Agent Panel. All campaigns you’re currently assigned to will be listed there. Click the campaign name to join.

If you haven’t launched Agent Panel yet, you may receive a broadcast message alerting you that a campaign has started or is about to start. In that case, open Agent Panel and go to the Dialer Campaign screen to join.

Once you're in, calls will be routed to you automatically as contacts are dialed.

See: Outbound Campaigns

Q: What are my options if I need help from another agent during a call?

A: Agent Panel gives you three options when another agent or department needs to be involved:

• Transfer – Use this when the caller needs to speak with someone better suited to handle the issue—such as a different department or support tier. The call is passed to the next agent, and you exit the conversation.

• Consult – Choose this when you need to check something with another agent before ending the call yourself. The caller is placed on hold while you speak privately with the other agent. You stay in control of the call.

• Conference – Use this to bring another person into the conversation. Everyone stays on the line, and all parties can speak and listen at the same time.

These options help you get callers the right help without unnecessary transfers or dropped calls.

See: Transfer, Consult, and Conference

Q: When should I send an SMS to a contact?

A: SMS is useful when you need to share important information in writing—like a confirmation number, link, or follow-up instruction. Make sure to follow your organization's business policies when sending an SMS to a contact.

You can send an SMS in two ways:

• During a live call – Click the SMS icon to send a message while you're still talking to the contact.
• After the call – Go to your call history, find the contact, and click the SMS icon to send a follow-up message.

Your account must have SMS enabled for this feature to appear.

See: Sending SMS

Q: How can I track my performance as an agent?

A: Use the Agent Metrics panel to see how you're doing in real time. It displays key stats like:

• Total talk time
• Number of calls handled
• Time spent in each status (available, wrap-up, on break, etc.)

These insights help you stay on top of your KPIs and understand how your daily activity contributes to overall performance goals. Your admin determines which metrics are shown based on your role.

See: Agent Metrics