--- title: "Agent Guide Overview" slug: "agent-guide-overview" description: "The Voiso Agent Panel and integrated Omnichannel Workspace enable agents to answer contact inquiries, resolve contact issues, reach out to potential new contacts, and meet performance metrics. Use the Agent Panel for inbound, outbound, and Dialer campaign phone calls and the Omnichannel Workspace to handle message-based interactions on multiple digital channels." tags: ["Agent", "Agent Panel", "omnichannel", "omnichannel workspace", "CRM"] updated: 2025-09-24T12:51:13Z published: 2025-09-24T12:51:13Z canonical: "docs.voiso.com/agent-guide-overview" --- > ## Documentation Index > Fetch the complete documentation index at: https://docs.voiso.com/llms.txt > Use this file to discover all available pages before exploring further. # Agent Guide Overview **Who should read this article**: Agents The Voiso **Agent Panel** and integrated Omnichannel Workspace enable agents to answer contact inquiries, resolve contact issues, reach out to potential new contacts, and meet performance metrics. Use the **Agent Panel** for inbound, outbound, and Dialer campaign phone calls and the Omnichannel Workspace to handle message-based interactions on multiple digital channels. ## Introduction As a contact center agent, you are your organization's voice to the people who phone or message your organization and the people you reach out to through outbound calling campaigns and direct messaging. The **[User Profile](/v1/docs/user-profile)** menu allows you to view your user account properties, sign out of your account, and set your user interface language. ### Agent Panel The Voiso **[Agent Panel](/v1/docs/agent-panel-getting-started)** is a WebRTC-based Softphone that enables you to handle inbound, outbound, and Dialer campaign phone calls through your computer. Depending on your contact center environment, the **Agent Panel** is either a standalone app on your desktop, is integrated into the Voiso [Omnichannel Workspace](/v1/docs/omnichannel-workspace-overview), or is integrated into your organization's CRM. The **Agent Panel** helps you to meet the performance objectives set out for you by your administrator or supervisor. Your administrator sets up the **Agent Panel** to display metrics that enable you to view information about how many interactions you have handled, the average amount of time it takes for you to handle interactions, the number of unique phone numbers you dialed, and so on. To learn more about measuring your performance, refer to [Agent metrics](/v1/docs/agent-panel-agent-metrics). [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Getting%20Started%20Agents.mp4) ### Omnichannel Workspace The Omnichannel Workspace combines digital channels and voice into a single universal workspace. It enables you to interact with your contacts through your contact's preferred channel and to move with them from one channel to the next. [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Getting%20Started%20Omnichannel%20Agents.mp4) The following channels are supported in the [Omnichannel Workspace](/v1/docs/omnichannel-workspace-overview): | Icon | Channel | | --- | --- | | ![Voice Channel Icon](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Voice%20Channel%20Icon.png) | [Voice](/v1/docs/agent-panel-getting-started) | | ![SMS Channel Icon](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/SMS%20Channel%20Icon.png) | [SMS](/v1/docs/how-to-start-sending-sms) | | ![Webchat Channel Icon](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Webchat%20Channel%20Icon.png) | [Webchat](/v1/docs/omnichannel-webchat) | | ![WhatsApp Channel Icon](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/WhatsApp%20Channel%20Icon.png) | [WhatsApp](/v1/docs/omnichannel-whatsapp) | | ![Viber Channel Icon](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Viber%20Channel%20Icon.png) | [Viber](/v1/docs/viber-interactions) | | ![Telegram Channel Icon](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Telegram%20Channel%20Icon.png) | [Telegram](/v1/docs/omnichannel-workspace-telegram-interactions) | | ![Facebook Messenger Channel Icon](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Facebook%20Messenger%20Channel%20Icon.png) | Facebook Messenger | | ![Instagram Channel Icon](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Instagram%20Channel%20Icon.png) | Instagram | ### CRM integration Voiso supports the integration of the **Agent Panel** with many of the industry-leading CRMs. With the Voiso CRM integration, you can *click-to-dial* calls from your CRM, so you no longer have to dial contacts manually. When an inbound interaction is routed to you, the Voiso CRM integration *screen-pops* the contact record in your CRM so that you know the contact's information and *call history* before you answer the call. Voiso logs your calls in your CRM to maintain a record of your interactions. In outbound calling campaigns, Voiso can access your organization's *contact list* in the CRM. Your administrator or supervisor will tell you how to log into your Voiso integration with your organization's CRM. Check out these videos to see how Voiso works in the Zoho CRM: [Embedded content](https://www.youtube.com/embed/cU8GBGtBu4o) [Embedded content](https://www.youtube.com/embed/V3Vl233v6Xc) Web Real-Time Communication. A technology that enables the use of a web browser to make a phone call. The Voiso Agent Panel is a WebRTC-based softphone. A software application that enables users to make telephone calls over the internet using a computer, tablet, or mobile device and a high-speed internet connection. Customer Relationship Management. A service for managing all your organization's relationships and interactions with customers (contacts) and potential customers. It that provides real-time agent access to customer data and previous interaction information to further personalize the customer experience. CRM integration in a contact center can lead to more personalized service, increased customer retention, and more revenue. Contacts can move seamlessly between one communication channel and another, while the contact center tracks all the interactions as a single conversation. A conversation might begin as a webchat, progress to a phone call, and conclude with a offer being made by WhatsApp. This is an advance over multichannel where a contact center offers multiple, but unrelated communication channels, such as voice, webchat, WhatsApp, and so on. ## Related - [Agent Panel](/agent-panel.md) - [Omnichannel Workspace](/agent-guide-omnichannel-workspace.md) - [Two-factor authentication](/two-factor-authentication.md)