Agent's Workspace User Guides

After installing and configuring Beesender, an agent workplace will appear for users who are added as agents.

The agent’s workplace is available in two versions:

Agent’s workplace in the Communication panel – Agent's workspace integrated into the communication panel, which can be easily minimized and allows simultaneous work with both chats and system sections.
Full-screen agent’s workplace – Full-screen agent workspace, designed for agents primarily focused on chat interactions and not utilizing other sections, offering enhanced convenience.

The functionality of both versions of the agent's workspace is entirely identical.

Agent’s workplace in the Communication panel (Classic UI)

To open the agent’s workplace in communication panel:

Currently available only in Classic UI. Expected in Freedom UI around February 2024.

To open the full-screen agent’s workplace:

In the upper part of the panel, statistics are displayed:

1 – Dropdown list with сurrent status and time under the status – Indicates the time elapsed since setting the current status.

2 – Total time – The total number of hours passed since the start of the session.

3 – Closed – The number of chats closed by the agent during the session.

4 – Missed – The number of chats transferred to another agent using the 'Transfer chats without agent answer' setting.

5 – Active chats – The number of currently open chats on the current agent.

6 – On hold – The number of chats that the agent has paused using the Chat Actions menu.

A circular diagram displays how much time the agent has been:

7 – online,

8 – offline,

9 – on hold.

Statistics inside circular diagram:

10 – Total time during which the agent was online

11 – The current status of the agent is shown along with the duration of time the agent has been in that status.

12 – Beneath the circular diagram, we see three parameters: First Online, Chats Closed, and Chats Missed

Logic for calculating the First Online field:

If the system finds an online session of the agent after 6 hours of offline session, then the Start Time value of this online session (which occurs after a 6-hour offline session) is recorded in the First Online field.
If no 6-hour offline breaks are found, the system identifies the oldest online session and records its Start Time value in First Online.
If there are no online sessions for this agent, null will be returned.

13 – Buttons for switching the online and offline status of the current agent

14 – At the very bottom of the agent's workspace, there are two links:

FAQ - which leads to the Agent's Workspace User Guides article
Beesender Support – which directs you to an article where you can find information about technical support tariffs and how to contact them.

This section walks you through the basics of using the agent panel.

1 – Bind chat client to contact card

2 – Current chat

3 – Chat actions

4 – Pre-clipboard for files

5 – Input field expansion

6 – Emoji

7 – Templates

8 – Attaching files

9 – Knowledge base

10 – Send message button

To learn more about each feature, please use the following links: