About the Agent Workspace

About the Agent Workspace

The Agent Workspace is intentionally designed for maximum speed and efficiency. The interface is optimized for agents to easily multitask across all interactions with a simple, transparent view of multiple customer engagements.

It is also easy to use and fast with shortcuts designed to keep the agents "hands on the keyboard" resolving customers' needs quickly. Use the Agent Workspace to increase agent efficiency, serve more customers, and improve results.

Get started by logging in at agent.bold360.com.

Learn the basics by reading the instructions below:

Available
Available Ready for action? Switch between Away and Available in the bottom-left corner by clicking on the applicable channels (chat, SMS, FB Messenger, email). Green means Available, orange means Away.
Grab a chat without working on it right away

Click Quick Accept to accept without working on a chat right away. Or click anywhere else to accept and move to your workspace.

Tip: When the timer runs out, the chat is reassigned.
Switch between channels
Click any chat, message or email to open it in your workspace. The active item is highlighted along its left edge.
Tip: The top item on the list may be the most urgent (newest chat/message, oldest email).
Red spot?
The red spot tells you the customer is waiting for your reply. Notice we show you the first few lines of the customer's message.
Transfer a chat
To transfer a chat to another team member, click Transfer at the bottom of the chat panel and select an available department or operator from the list.
Chat commands
In the chat panel, type a slash (/) to see the list of commands. Your administrator can also set up /slash commands for canned messages.
My Wrap-up
Click My Wrap-up to prepare your wrap-up without ending the chat.
When the customer needs you, click Back to chat.
End a chat
To end a chat, click End Chat at the bottom of the chat panel.
Tip: You can also use the /end chat command.