---
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: ["omnichannel workspace", "Agent Panel", "omnichannel", "CRM", "Agent"]
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

{{variable.AudienceAgent}}

The {{variable.BrandName}} **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 {{variable.BrandName}} **[Agent Panel](/v1/docs/agent-panel-getting-started)** is a {{glossary.WebRTC}}-based {{glossary.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 {{variable.BrandName}} [Omnichannel Workspace](/v1/docs/omnichannel-workspace-overview), or is integrated into your organization's {{glossary.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).

@(Embed)(https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Getting%20Started%20Agents.mp4){height="320" width="640"}

### Omnichannel Workspace
The {{glossary.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.

@(Embed)(https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Getting%20Started%20Omnichannel%20Agents.mp4){height="320" width="640"}

The following channels are supported in the [Omnichannel Workspace](/v1/docs/omnichannel-workspace-overview):

<table>
<thead>
<tr>
<th>Icon</th>
<th>Channel</th>
</tr>
</thead>
<tbody>
<tr>
<td><img src="https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Voice%20Channel%20Icon.png" alt="Voice Channel Icon"></td>
<td><a href="/v1/docs/agent-panel-getting-started">Voice</a></td>
</tr>
<tr>
<td><img src="https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/SMS%20Channel%20Icon.png" alt="SMS Channel Icon"></td>
<td><a href="/v1/docs/how-to-start-sending-sms">SMS</a></td>
</tr>
<tr>
<td><img src="https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Webchat%20Channel%20Icon.png" alt="Webchat Channel Icon"></td>
<td><a href="/v1/docs/omnichannel-webchat">Webchat</a></td>
</tr>
<tr>
<td><img src="https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/WhatsApp%20Channel%20Icon.png" alt="WhatsApp Channel Icon"></td>
<td><a href="/v1/docs/omnichannel-whatsapp">WhatsApp</a></td>
</tr>
<tr>
<td><img src="https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Viber%20Channel%20Icon.png" alt="Viber Channel Icon"></td>
<td><a href="/v1/docs/viber-interactions">Viber</a></td>
</tr>
<tr>
<td><img src="https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Telegram%20Channel%20Icon.png" alt="Telegram Channel Icon"></td>
<td><a href="/v1/docs/omnichannel-workspace-telegram-interactions">Telegram</a></td>
</tr>
<tr>
<td><img src="https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Facebook%20Messenger%20Channel%20Icon.png" alt="Facebook Messenger Channel Icon"></td>
<td>Facebook Messenger</td>
</tr>
<tr>
<td><img src="https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Instagram%20Channel%20Icon.png" alt="Instagram Channel Icon"></td>
<td>Instagram</td>
</tr>
</tbody>
</table>

### CRM integration
{{variable.BrandName}} supports the integration of the **Agent Panel** with many of the industry-leading {{glossary.CRM}}s. With the {{variable.BrandName}} 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 {{variable.BrandName}} 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. {{variable.BrandName}} logs your calls in your CRM to maintain a record of your interactions. In outbound calling campaigns, {{variable.BrandName}} can access your organization's *contact list* in the CRM.

Your administrator or supervisor will tell you how to log into your {{variable.BrandName}} integration with your organization's CRM.

Check out these videos to see how {{variable.BrandName}} works in the Zoho CRM:

![Using the Voiso Click-to-call feature in the Zoho CRM](https://youtu.be/cU8GBGtBu4o){height="480" width="640"}

![Using the Voiso Screen-pop and call logging features in the Zoho CRM](https://youtu.be/V3Vl233v6Xc){height="480" width="640"}

## Related

- [Agent Panel](/agent-panel.md)
- [Omnichannel Workspace](/agent-guide-omnichannel-workspace.md)
- [Two-factor authentication](/two-factor-authentication.md)