The Agent workspace is available for MightyCall users on all Call Center plans. It has four main sections: the left panel with the recent conversations, the central panel with the events history, and the right panel with the contact information and the webphone in the bottom right corner.
Recent conversations
Recents
This tab covers the most recent activities within the last 7 days (or 200 most recent events if there have been more than that). They are filtered by the time and date of a message or a call.
The information provided per each activity is the number called, client’s name, date, time and how the communication ended (connected/missed call, voicemail, message, etc.). The active call is always at the top of the list. Once ended, it will end up in the activities list.
You can also turn on/off the Internal filter that lists internal calls among your team members.
Clients
This is a contact book of your clients filtered by the last name.
If your client is saved with one name only, first the client with the first name are listed, then with the last name, then the clients with both names.
You can add new contacts manually or import your contact list in CSV/VCF formats. To add a new contact, you must enter their first & last name as well as their phone number:
Make sure you've clicked on the Add button to save your client information!
Once you've added a client, you will be able to add more phone numbers (up to 25), an email address and any comments to their card, as well as delete them or place a call right from the card.
To import contacts, you can upload your contact database or use a template to create one.
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You can stop the importing process any time by pressing the Cancel button;
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Your contact import can be fully reverted even once finished;
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All the contacts that failed to be imported are added to a special file that covers the error description, like:
- a contact is a duplicate;
- a contact does not have neither the first nor the last name;
- a phone number is shorter than 11 or more than 15 digits;
- an invalid email.
To export contacts, click on the corresponding option: the file with the exported contacts will be in the same format that is used for record lists in outbound campaigns.
Team
The Team panel shows all the team members on the account, their roles and statuses.
Events history
Communication thread contains the history of all the activities with a business number or a selected client from the left panel.
Each request covers the numbers involved in the communication, i.e. the client's number and a business number on your account. If a call went to a group, not a single extension, it will be shown accordingly. Users may leave notes to any request they can access.
Incoming requests are on the left, while outbound are on the right. The most recent requests are at the bottom.
On the request, you can see the caller's/called phone numbers (1), leave a note (2), listen to the call/voicemail recording (3) and read the voicemail transcription (4), if there is one.
At the bottom of the screen, you can see the player, where you can play back the call/VM recording, download it or delete (for VM recording only).
Contact information
The contact information card has the following information:
- First & last name;
- Links to the connected CRM profiles via integrations (if any);
- Phone number(s);
- Email;
- Comment.
It's possible to edit all the available info about a client in their contact card, except for the clients created as a result of a working integration (HubSpot or Salesforce). You can proceed to the client's record in the connected CRM to apply the changes.
Other options include making calls to the client from the contact card and sending an email to them if an email address is given.