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
Unanswered
This is the tab selected by default when you're viewing your Agent workspace. It shows up to 200 contacts during the last 14 days.
The tab displays the contacts with one of the following last events:
- Missed calls (with/without VMs)
Depending on the Scope for the current user's role, the contacts with missed calls are displayed as follows:- Scope = All: all missed calls within the account;
- Scope = Specific business numbers: all missed calls on the connected business numbers + within the workgroups the current user is a member of + all personal missed calls;
- Scope = Workgroup: all missed calls within the workgroups the current user is a member of + all personal missed calls;
- Scope = Personal: all personal incoming missed calls.
The calls and messages the current user has no access to will be displayed without an option to view the contents:
- Incoming messages
Shows the contacts that sent messages to the business numbers that the current user has access.
The Unanswered tab does not display:
- connected/not connected regular outgoing calls;
- connected/not connected campaign calls;
- outgoing messages.
You can switch between automated and manual data update modes in the Unanswered tab:
By default, the events in the Unanswered tab are updated automatically. If you select the manual update mode, you can refresh the data here in one of the following ways:
- By clicking on the Refresh button;
- By switching between tabs in the Agent workspace;
- By reloading the page via F5 or Ctrl + R;
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By opening the Agent workspace in a new browser tab/window.
My recents
This tab shows up to 200 contacts the current user has personally interacted with during the last 7 days.
Please note that the system considers an interaction not just an actual conversation with the contact via a call or a message, but also the very fact of distributing a call to the user (for example, as part of a call to group/queue).
The contacts with unanswered calls or messages, which are also present in the Unanswered tab, are labeled with the bell icon.
Depending on the Recents parameter for the current user's role, the communications for a contact will be displayed as follows:
- Recents = All: the entire interaction history is displayed, however, the calls and messages this user has no access to will be displayed in gray, without an option to view the contents.
- Recents = Personal: the user will see only the calls and messages they have access to according to their scope settings.
The information provided per each activity is the number called, contact's name, date, time and how the communication ended (connected/missed call, voicemail, message, etc.). Each new communication moves the line with the contact to the very top of the list. They are filtered by the time and date of a message or a call.
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.