Workbench

18 min

The Workbench allows a Supervisor to log in as a user across Email, Chat, Video Chat, and Voice Campaigns to monitor activity, handle interactions, and perform all agent-level operations directly.

Accessing Workbench

To access Workbench:

Click Workbench from the Supervisor Console.

The Campaign Selection pop-up appears.

Figure: Campaign Selection Window

The Supervisor can log in to any of the assigned campaign types displayed in the selection list. Only campaigns that the Administrator has assigned to the Supervisor will be visible.

Available Campaign Types

Ticket / Email (Interaction) Campaign

Voice Campaign

Inbound Voice Campaign

Outbound Voice Campaign

Parallel Predictive Voice Campaign

Chat Campaign

Video Chat Campaign

A Supervisor can log in to multiple campaigns simultaneously, including:

Multiple Chat Campaigns

Multiple Voice Campaigns

Multiple Interaction Campaigns

If the Administrator has configured a default campaign, the Supervisor is automatically logged in to that campaign upon entering Workbench.

Campaign Selection Scenarios

1. Voice Campaigns / Blended Campaigns

The Administrator can configure a Blended Campaign setup for Supervisors with executive roles.

This allows them to log in to multiple voice campaigns (e.g., Inbound + Outbound) simultaneously.

When the Blended Campaign checkbox is unchecked, only non-blended campaigns appear in the drop-down list.

When the Blended Campaign checkbox is checked, only blended campaigns assigned to the Supervisor are displayed.

Figure: Selecting Blended Campaigns

Note: Blended Campaigns are preferred, as inbound calls receive higher priority—helping reduce missed or dropped calls.

2. Interaction Campaigns

Supervisors assigned to interaction-based campaigns (Email / Ticket / Chat) can:

Limitation: Even if assigned to multiple interaction campaigns, a Supervisor can log in to only one interaction campaign and one chat campaign at a time.

Figure: Interaction Campaign Selection

3. Voice + Interaction Campaigns

Supervisors who are assigned to both Voice and Interaction campaigns can select both campaign types simultaneously and manage them concurrently.

Figure: Voice and Interaction Campaign Selection

4. Video Chat Campaigns

Supervisors can log in to their assigned Video Chat Campaigns either independently or in combination with Voice and Interaction campaigns.

Figure: Video Chat Campaign Selection

Logging In

Once campaigns are selected, click Next to proceed.

The Supervisor will be logged in to all chosen campaigns and redirected to the Workbench Home Screen.

Figure: Workbench Home Screen

If the maximum number of concurrent logins for a campaign type has been reached, the following error message will appear:

Error Message:

Max concurrent login has been reached for . Please contact your Administrator.

Figure: Error Message for Maximum Login Limit

Workbench Functionality

Once logged in, the Supervisor can perform all agent-level actions available in the Workbench - including managing calls, handling tickets, and engaging in chats.

For detailed Agent and Supervisor functionality within Workbench, refer to Agent & Supervisor Functional Comparison.

Key Differences between Agent and Supervisor Workbench

Feature	Supervisor	Agent
Ticket Visibility	Can view all tickets across the campaign	Can view only tickets in their assigned queue
Ticket Assignment	Can pick or assign tickets to other agents	Can only pick tickets from their queue
Call Details Tab	Not available	Available
Supervision Controls	Can monitor, whisper, barge, or force logout agents	Not applicable

Incoming Notifications

When the Supervisor is logged in to Workbench but viewing another tab in the console, a Chrome browser-based pop-up notification appears for any incoming call or chat.

Figure: Switch to Workbench Notification

Notification Types

Inbound Calls

A Chrome notification appears when an inbound call is received.

Figure: Inbound Call Notification

Self-Callback Calls

A notification appears for assigned callback calls, based on the Supervisor’s configured callback reminder time.

Figure: Callback Notification

Auto-Dial Status

If Auto-Dial mode is turned off, a system notification informs the Supervisor.

Figure: Auto-Dial Status Notification

WebRTC Functionality

If a Supervisor is on a different screen (not Workbench) and receives a conference (confer) request from an Agent, behavior depends on whether Auto Answer is turned On or Off.

Case 1: Auto Answer – ON

Scenario:

An Agent initiates a conference while the Supervisor is not on Workbench.

A pop-up appears with three options:

Option	Action
Cancel	Stays on the current screen; call is auto-accepted.
Switch and Accept	Switches to Workbench and connects the call immediately.
Switch Now	Switches to Workbench and connects the call automatically.

Figure: WebRTC Confer Pop-up (Auto Answer ON)

Case 2: Auto Answer – OFF

When Auto Answer is disabled, the same pop-up appears but with slightly different behavior:

Option	Action
Cancel	Stays on the current screen; call continues ringing.
Switch and Accept	Switches to Workbench and the call continues ringing.
Switch Now	Switches to Workbench; a separate Accept/Reject pop-up appears for manual call handling.

Summary

Feature	Description
Workbench Access	Enables Supervisor login to multiple campaigns.
Blended Campaign Support	Allows simultaneous login to inbound and outbound voice campaigns.
Cross-Channel Login	Supervisors can log in to voice, chat, video, and interaction campaigns together.
Notification System	Chrome notifications alert Supervisors of calls or chats while multitasking.
WebRTC Confer Handling	Smart pop-ups provide options for switching and accepting calls.
Enhanced Control	Supervisors can view all tickets, assign them, and manage agent-level operations.

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