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Getting started
- 29 Apr 2025
- 5 Minutes to read
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Getting started
- Updated on 29 Apr 2025
- 5 Minutes to read
- Print
- DarkLight
- PDF
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Who should read this article: Agents
The Agent Panel is a powerful yet simple-to-use tool that enables you to easily make and receive calls, join outbound campaigns, and monitor your performance.
Introduction
The Agent Panel is a web application for Agents to perform their work in a contact center. The Agent Panel lets you:
- handle inbound and outbound phone calls through your computer using a WebRTC Softphone
- manage your availability status
- join and leave outbound calling campaigns
- review your call history
- select a Caller ID
- view your metrics and KPIs
- view notifications and messages about missed calls, network connection status, and outbound calling campaigns
- send an SMS to your contact
Sign-in
For information about signing in to your Voiso account, refer to the articles in the Signing in topic area.
Home screen
The Voiso Agent Panel home screen is a dial pad that you can use to make outgoing phone calls to contacts (external people your organization interacts with, such as clients, customers, patients, and sales leads) or internal targets, such as another agent, a calling queue, or back office personnel.
Refer to Outbound calls for information about how to use the dial pad to make a call.
Switch screens
There are four icons at the bottom of the Agent Panel that enable you to switch between screens.
From left to right, the icons are:
Status menu
Your current availability status, and how long you have been in that status, are displayed in the status bar at the bottom of the Agent Panel.
| Status | Description |
|---|---|
| Available | Ready to accept an inbound call or an outbound campaign call |
| Dialer outbound | You are handling an outbound dialer campaign call. |
| Dialer waiting | You are in an outbound dialer campaign and you are available and waiting to be connected to the next call |
| Dialing in | You have joined an outbound dialer campaign and the dialer is dialing you. |
| Idle | This status is set automatically if you have not used the Agent Panel for a while but you are still logged in |
| Inbound | You are currently engaged in an inbound phone call |
| Logout | This status is set automatically if you have not used the Agent Panel for a while or if Agent Panel has become disconnected from your network, but you are still logged in |
| Outbound | You are currently engaged in an outbound phone call or an outbound campaign call |
| Ringing | You have an active inbound call that you have not answered. |
| Unavailable reason | Not ready to accept an inbound call or an outbound campaign call. Unavailable statuses are displayed as reasons for being unavailable, such as meetings, training, or lunch break |
Use the Status menu to manually set your availability or unavailability (with a reason) to take calls or to log out from Voiso. To display the Status menu, click the Status bar at the bottom of the Agent Panel.
Dialer campaigns screen
The Dialer Campaigns screen contains a list of all the active outbound calling campaigns that you are assigned to.
Click the Dialer campaigns icon to switch to the Dialer campaigns screen. To join a campaign, select it.
For more information about the Dialer campaigns screen, refer to Outbound campaigns.
Call history screen
The Call history screen contains a list of all the phone calls you have handled. You can access your call history in three different views, All calls, Inbound, and Outbound. Scroll the screen to see more calls.
To call a number again, click it.
To view the details of a call, click the kebab menu button. The Call details screen displays the contact's number, the date and time of the call, the call duration, the call result, and the Wrap-up code you assigned to the call.
To call a contact from the Call details screen, click Call.
Menu screen
The contents of the Menu screen depend on how your account has been set up by your administrator. By default, it contains the CID groups and Agent metrics menus.
CID groups
The CID groups menu displays the current Caller ID (CID) group that is displayed to contacts on their phone when you make an outbound call. For Outbound campaigns, your CID groups setting is overridden by the campaign settings.
To change your CID group, click CID groups, then find and select a new CID group from the Select a Caller ID group menu. You can use the search feature or scroll the menu to find a CID group.
Agent metrics
The Agent metrics menu displays a list of metrics and KPIs that tell you about your work performance. For details, refer to the Agent metrics article.
Using Call notes
Users with the Call notes feature enabled have the Notes button availble in the call controls.
To use the Call notes feature, follow these steps:
- During a phone call, click the Notes button in the call controls page.
- Enter your notes in the Notes page.
- Click Back to return to the call controls page.
- After the call ends, during the After Call Work stage, the Notes page displays again. Add or edit your notes.
- Click Next to save your notes.
- Select a wrap-up code.
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