--- title: "Agent Panel Getting started" slug: "agent-panel-getting-started" description: "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." tags: ["Agent", "Agent Panel", "Getting started", "lock", "lockout", "log in", "login", "sign in", "signing in", "Softphone", "WebRTC"] updated: 2026-02-11T13:52:39Z published: 2026-02-11T13:52:39Z canonical: "docs.voiso.com/agent-panel-getting-started" --- > ## 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. # Getting started **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](/v1/docs/agent-panel-inbound-calls) and [outbound](/v1/docs/agent-panel-outbound-calls) phone calls through your computer using a WebRTC Softphone - manage your availability [status](/v1/docs/agent-panel-getting-started#status-menu) - join and leave [outbound calling campaigns](/v1/docs/agent-panel-outbound-campaigns) - review your call [history](/v1/docs/agent-panel-getting-started#call-history-screen) - select a [Caller ID group](/v1/docs/agent-panel-getting-started#caller-id-cid-groups) - view your [metrics and KPIs](/v1/docs/agent-panel-agent-metrics) - view notifications and messages about missed calls, network connection status, and outbound calling campaigns - [send an SMS](/v1/docs/agent-panel-sending-sms) to your contact ## Sign-in For information about signing in to your Voiso account, refer to the articles in the [Signing in](/v1/docs/signing-in) topic area. ## Using Agent Panel for the first time 1. If pop-ups and redirects are blocked, select **Allow** and click **Done**. 2. To open the **Agent Panel**, click the **Agent Panel** icon in the navigation bar. 3. When the **Agent Panel** is displayed for the first time, you are asked to allow Voiso to use your microphone. Click **Allow**. 4. If your browser does not have permission to use your microphone, a dialog box might be displayed asking permission. Allow your browser to use your microphone as well. You might have to enable your microphone in your browser settings. 5. To change your microphone settings or choose a different microphone, click the microphone icon. 6. Modify the settings, then click **Done**. To modify your browser's microphone settings, click **Manage**. 7. Your softphone is now ready to use. 8. To start receiving [inbound](/v1/docs/agent-panel-inbound-calls) calls or [outbound campaign](/v1/docs/agent-panel-outbound-campaigns) calls, set your [status](/v1/docs/agent-panel-getting-started#status-menu) to **Available**. 9. To make an [outbound](/v1/docs/agent-panel-outbound-calls) call, use the [dial pad](/v1/docs/agent-panel-getting-started#home-screen). ## Agent Panel 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. ![Agent Panel Default Home Screen](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Default%20Home%20Screen.png) Refer to [Outbound calls](/v1/docs/agent-panel-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. ![Agent Panel Switch Screen Buttons](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Switch%20Screen%20Buttons.png) From left to right, the icons are: - [Home screen](/v1/docs/agent-panel-getting-started#home-screen) (dialpad) - [Call campaigns screen](/v1/docs/agent-panel-getting-started#call-campaigns-screen) - [Call history screen](/v1/docs/agent-panel-getting-started#call-history-screen) - [Menu screen](/v1/docs/agent-panel-getting-started#menu-screen) ## 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**. ![Agent Panel Status Menu Available](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Status%20Menu%20Available.png) | Status | Description | | --- | --- | | Available | Ready to accept an [inbound](/v1/docs/agent-panel-inbound-calls) call or an [outbound campaign](/v1/docs/agent-panel-outbound-campaigns) 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](/v1/docs/agent-panel-outbound-calls) 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**. ![Agent Panel Status Menu Click To Open](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Status%20Menu%20Click%20To%20Open.png) ## 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](/v1/docs/agent-panel-getting-started#switch-screens) to the **Dialer campaigns** screen. To join a campaign, select it. ![Agent Panel Joining a Dialer Campaign](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Joining%20a%20Dialer%20Campaign.gif) For more information about the **Dialer campaigns** screen, refer to [Outbound campaigns](/v1/docs/agent-panel-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](/v1/docs/agent-panel-outbound-calls) again, click it. ![Agent Panel Call History Screen](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Call%20History%20Screen.png) 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. ![Agent Panel Call Call Details View](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Call%20Call%20Details%20View.png) To [call a contact](/v1/docs/agent-panel-outbound-calls) 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. ![Agent Panel Default Menu Screen](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Default%20Menu%20Screen.png) ### Caller ID (CID) groups Important Confirm with your admin or supervisor when to use a Caller ID group or dialing code, which code to use, and whether you should select a CID group in **Agent Panel** before dialing. The **CID groups** menu lets you choose which outbound Caller ID is shown to contacts when you place manual and click-to-call calls from **Agent Panel**. Some CID groups use a short dialing code that you add before the destination number to apply a specific outbound Caller ID. This dialing code is removed from what you see in your call history and from what is recorded in Call Detail Records. Tip Your administrator might refer to dialing code Caller ID selection as "cut-prefix" dialing as this is the technical term for this feature in your contact center. Select **Default** when you no longer need a specific outbound Caller ID option. This returns you to automatic Caller ID selection based on the number you dial. Tip During automatic outbound Dialer campaigns, your CID group selection 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 search or scroll to find the CID group you need. When you make calls, be sure to dial the dialing code for the Caller ID group. ![Agent Panel Select a CID Group Menu](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Select%20a%20CID%20Group%20Menu.png) Note For more information about Caller IDs, see [Outbound calls](/v1/docs/agent-panel-outbound-calls#caller-ids). ### 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](/v1/docs/agent-panel-agent-metrics) article. ## Using Call notes Users with the Call notes feature enabled have the **Notes** button availble in the call controls. ![Call Notes Using Call Notes In Agent Panel](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Call%20Notes%20Using%20Call%20Notes%20In%20Agent%20Panel.gif) To use the Call notes feature, follow these steps: 1. During a phone call, click the **Notes** button in the call controls page. 2. Enter your notes in the **Notes** page. 3. Click **Back** to return to the call controls page. 4. If **After Call Work** is mandatory in your contact center, then after the call ends, during the **After Call Work** stage, the **Notes** page displays again. Add or edit your notes. 5. Click **Next** to save your notes. 6. Select a wrap-up code. ### Audio settings The **Audio settings** screen in **Agent Panel** enables you to select the microphone and speaker devices used for voice calls. To open the screen, click the **Menu** icon, then select **Audio settings**. Use the **Microphone** and **Speaker** menus to choose the audio devices currently connected to your computer. Your selections are applied immediately and remain active for your session. You can return to this screen at any time to change devices or troubleshoot audio issues. [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Mic%20And%20Speaker%20Settings%20Agent%20Panel.mp4) ## Picture-in-Picture view Your contact center may enable the Picture-in-Picture (PiP) feature for **Agent Panel**. PiP allows you to open **Agent Panel** in a floating window that stays visible above all other applications—even when you switch windows or tabs. ![Agent Panel Picture-in-picture](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Picture-in-picture.png) This capability enhances multitasking by keeping call-related information and controls accessible at all times. When PiP mode is active, **Agent Panel** provides key advantages: - **Monitor ongoing calls** while working in CRM or support tools. - **Access call controls instantly**—no need to switch back to **Agent Panel** or the **[Agent Workspace](/v1/docs/using-omnichannel-workspace)**. - **View caller information at a glance** while using other applications. - **Use a movable softphone panel**, ideal for Omnichannel Workspace users. - **Minimize the full Voiso application** while keeping Agent Panel accessible at all times. ### Using Picture-in-Picture mode The **Picture-in-picture (PiP)** feature allows you to keep **Agent Panel** visible in a floating window while you work in other applications. [Video](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/Agent%20Panel%20Picture-in-picture.mp4) If PiP is available in your browser, you’ll see the **Open picture-in-picture** button near the top right of **Agent Panel**. Click it to open Agent Panel in a floating, always-on-top window. To close PiP and return to the regular Agent Panel view, do one of the following: - In the PiP window, click **Back to tab**. - In the original Agent Panel tab, click **Reopen here**. Important The Picture-in-picture feature is supported only in the **Google Chrome** browser. A user who handles inbound and/or outbound interactions with contact. Sometimes referred to as a Customer Service Representative (CSR). The front-line employee who interacts directly with contacts and assists with tasks such as placing orders, resolving billing issues, and answering policy questions. 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. An outbound calling campaign where agents are assigned to handle calls that are automatically dialed and connected by the Voiso Dialer. Dialer handles the rate at which calls are dialed based on the number of available agents. The list of phone numbers in the campaign are pre-loaded from a CSV file or imported from a CRM. A type of menu that is represented by an icon or graphic consisting of three dots arranged vertically that resemble a type of food called a kebab. Clicking the kebab menu displays a list of options or functions that can be selected. Caller ID. The identification phone number used for an outbound call. The number that is displayed to the call recipient. CIDs might become flagged by phone network providers if they are reported as SPAM or fraudulent. Key Performance Indicator. A measurement of the performance of an agent or a contact center. The collection of this type of data captured in reports and reviewed regularly. ## Related - [Agent metrics](/agent-panel-agent-metrics.md) - [Inbound calls](/agent-panel-inbound-calls.md) - [Outbound calls](/agent-panel-outbound-calls.md) - [Outbound campaigns](/agent-panel-outbound-campaigns.md) - [Sending SMS](/agent-panel-sending-sms.md)