This guide introduces the different functions in the Agent Workspace Homepage window. It gives an overview of the platform’s home page with links to articles that give a deeper insight into each section.
This guide assumes you have Admin privileges. If you don’t see something that is described here on your screen, you are missing appropriate permission to view that feature. If you are an admin and you don’t see a certain feature on your screen, verify that your credentials are appropriate.
The initial screen that opens is the Conversation page. Click on a conversation to open a detailed screen with a customer pane that looks like this:
Located at the top corner opposite the main menu sidebar, the Personal Settings is a circle with the user’s initials and a small colorful circle indicating the agent statuses (active/busy/away).
Click on the circle to open the Personal Settings.
Next to that circle is the Agent Dashboard with the daily accomplishment indicators, including a count of resolved conversations and total conversation time. To set the Agent’s daily statistics, navigate to Settings > Organization and expand the Agent Dashboard section. Click here for more details about this topic.
Main Menu Sidebar
To expand or collapse the Main Menu, toggle the thumbtack icon.
Use Search to lookup conversations and customers. Click the arrow to open the Advanced Search to conduct a system-wide search.
Master System Refresh
Appearing as CommBox’s logo (located at the very top of the navigation bar) serves as a master refresh button for the entire system.
Clicking on it will refresh the entire system and redirect you to the Agent Workspace Conversation Inbox.
Appearing as a pencil, will redirect you to the Create a New Conversation interface, which appears as seen below:
The 3rd button from the top will redirect you to the Conversation Inbox, which was described above. From this window, you can access all conversations of the account.
Read the Conversation Inbox window guide, Conversation Filters guide, and Channel Filters guide for further details.
The 4th button from the top, appearing as a megaphone, is the Campaigns overview window (appearing as seen in the screenshot below). Here you can track all campaigns in the brand.
The 5th button from the top is the Customers area.
The 6th button from the top, appearing as a scale meter, is the Dashboard window.
From the Dashboard, monitor the agents’ activity and performance statistics and channel streams. You can also download Excel files charting the data at your discretion.
At the Insights hub, all the performance and usage data of the different channels and modules system-wide, as well as the BI custom dashboard ,are centralized in one location.
At the bottom corner of the screen, the Settings page enables admins to set different CommBox functionalities.
The Module Settings are organized in the following categories:
Automation features - (Rules, Scripts, Intents, Flow Builder, AI capabilities)
Channels - (Email, SMS, WhatsApp, Telegram, Facebook, etc.)
Applications - (Chat, Video Chat, Voice Chat, Contact Us, etc.)
Settings & Features - (Forms, Business Hours, Custom Fields, SLA, etc.)
Integrations - (SAP C4C, Salesforce, Dynamics CRM, etc.)
Organization – Sets the general functionality of the account, including language, communication, agent’s workspace, and more. For more information, click here.
Teams – Deals with the teams within the organization and their related assets. For more information, click here.
Agents – List all associated agents for the account and their email, current status, and last login.
Permission Profiles – Designates the permissions agents may have. Each group of permission is named and lists the channels and subchannels the holder of that profile may access.
Agents Status – Manages the statuses the agent can choose. Statuses are categorized into Active, Busy, and Away.
Accounts – List the number of agents and channels used in the account. Used by the Financial Dept.
Send an announcement – Used to communicate with all agents.