--- title: "Understanding Agent Panel changes" slug: "understanding-agent-panel-changes" tags: ["omnichannel workspace", "calls", "SMS", "dialer campaigns", "agent workspace", "digital channels"] updated: 2026-10-06T07:56:43Z published: 2026-10-07T03:00:00Z canonical: "docs.voiso.com/understanding-agent-panel-changes" --- > ## 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. # Understanding Agent Panel changes **Who should read this article**: Agents If you are used to **Agent Panel**, this article helps you find your way around the new Agent Workspace. Use the table below to see where each feature was before and where it is now. ## Introduction **Agent Panel** opened in a small window that held your calls along with call history, SMS, Dialer campaigns, metrics, and other tools. With so much in a small space, information was hard to read and features were hard to find. The new **Agent Workspace** keeps these features together and adds a full screen view, where each of them has its own page. Depending on your setup, you can work in a compact window, similar to Agent Panel, or in full screen when you need more space. This gives you: - **More room to work.** Call history, SMS, Dialer campaigns, and your metrics each have a full page, so you can see more at once and find what you need faster. - **Contact information at hand.** Contact details and past interactions appear next to your calls, SMS, and conversations, so you have the context you need without switching tools. - **Complete call and SMS details.** Select a call to see its result, duration, and wrap-up code, or an SMS to see its delivery status and full message. - **Faster follow-ups.** Send an SMS, schedule a callback, or check a number with HLR lookup straight from any call or SMS record, with the number already filled in. - **Everything in one place.** Calls, SMS, and digital conversations share one workspace. ## Where to find features The numbers in the images below match the rows in the [Feature locations](/docs/understanding-agent-panel-changes#feature-locations) table. ### Compact view Compact view opens Agent Workspace in a window about the same size as Agent Panel, with the navigation bar at the bottom. ![Agent Workspace Compact view](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/VOISO%20Agent%20Workspace%20Triptych.png) ### Full screen view In Full screen, the navigation bar is on the left, and each section opens as a full page. ![Agent Workspace Full screen view](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/New-Agent-Workspace-Fullscreen.png) ### Feature locations | # | Feature | Before (Agent Panel) | Now (Agent Workspace) | | --- | --- | --- | --- | | 1 | Call history | **Call History** tab | **Calls** section | | 2 | SMS history | **Call History** tab, mixed with calls | **SMS** section | | 3 | Send an SMS | **More** menu, a call history record, or during a call | **Send SMS** in the **SMS** section, or the **Send SMS** icon on any call or SMS record. Also available during a call. | | 4 | Schedule a callback | A call history record, or the **More** menu during a call | The **Schedule Callback** icon on any call or SMS record. Also available during a call. | | 5 | HLR lookup | **More** menu or a call history record | **More** in the navigation bar, or the **HLR** icon on any call or SMS record | | 6 | Dialer campaigns | **Join to a campaign** screen | **Dialer campaigns** section (**Dialer** in Compact view) | | 7 | Agent metrics | **More** menu | **Performance metrics** section (under **More** in Compact view) | | 8 | Caller ID group | **More** menu | **Caller ID >** link below the dialpad | | 9 | Audio settings | **More** menu | Gear icon on the dialpad. Also available during a call. | | 10 | Digital conversations | Omnichannel Workspace | **Inbox** section | | 11 | Contact information | Omnichannel Workspace only | Contact panel in the **Calls**, **SMS**, and **Inbox** sections (the contact icon on a record in Compact view) | ## What stays the same during a call You still handle calls the way you are used to: - Dialing, answering, and ending calls - Hold, mute, keypad, and recording - [Transfer, Consult, and Conference](/v1/docs/agent-panel-transfer-consult-and-conference) - Sending an SMS or scheduling a callback during a call - Call notes and wrap-up codes after a call - Leaving a Dialer campaign See [Getting started with Agent Panel](/v1/docs/agent-panel-getting-started) for details. ## Choosing your view If digital channels are not enabled for you, you can choose how Agent Workspace opens: - **Compact view** — a smaller window, similar to Agent Panel. - **Full screen** — each section opens as a full page. To change the view: 1. Open **Account settings**. 2. Under **Agent Workspace display layout**, select **Compact view** or **Full screen**. 3. Click **Save**. The new view applies the next time you open Agent Workspace. ![Agent Workspace display layout setting](https://cdn.document360.io/44ae307a-3737-4fbf-98e0-9b888deb90dc/Images/Documentation/User%20Account%20-%20Agent%20Panel%20View%20Switcher.png) If digital channels are enabled for you, Agent Workspace always opens in Full screen. Home Location Register. A database containing information about authorized subscribers using a global system for mobile communication (GSM) core network. The home location register stores information ranging from phone numbers to current location of the subscriber. ## Related - [Omnichannel Workspace](/agent-guide-omnichannel-workspace.md) - [Agent Panel](/agent-panel.md) - [User Profile](/user-profile.md)