Voiso Mobile App

Who should read this article: All users

The Voiso app is available from the Apple and Android stores to enable agents to work from any location.

Introduction

The Voiso mobile app extends the capabilities of the Voiso Agent Panel to Android and iOS devices, enabling agents to handle calls and manage their work from their mobile phone. Unlike personal phones, the Voiso mobile app ensures complete integration with your contact center’s systems, giving supervisors full oversight of agent activities.

Equipping agents with the Voiso mobile app allows them to:

• Work from anywhere – agents do not have to work at a desk.
• Be mobile without losing access to key tools like call handling, performance metrics, and status control.
• Operate within an environment where supervisors may monitor calls and ensure compliance.

Features

The Voiso mobile app provides the same user experience as the desktop Agent Panel with the following capabilities:

• Manual and click-to-call outbound calls
• Inbound calls
• Contact list
• Call history
• Caller ID management
• Status control
• Performance metrics
• Wrap-up codes
• Complete call management features, including transfer, consult, conference, mute, and record

Enabling users to use the app

To enable users to sign in to your contact center from the mobile app, ensure the Allow mobile WebRTC setting is enabled in their security access group.

Supervising agents

The Voiso mobile app ensures that supervisors retain access to essential monitoring and management tools, including:

• Compliance monitoring
• Speech analytics and conversation performance scores
• Agent performance metrics
• Agent status monitoring
• Real-time management actions, such as monitoring, whisper coaching, barging in, intercepting, and terminating calls using Agent Zoom