--- title: Workbench slug: contact-center/workbench docTags: createdAt: 2025-11-03T04:21:42.574Z --- 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: 1. Click **Workbench** from the Supervisor Console. 2. The **Campaign Selection** pop-up appears. ![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/FhOLYyFgBseMAifeH1Puj-20260729-041859.png "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. ![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/1euA7Eu9Cem0iQeb92uIC-20260729-041900.png "Figure: Selecting Blended Campaigns") :::BlockQuote **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: - Log in to either **Interaction Campaign** or **Chat Campaign** individually, or - Log in to both simultaneously (if assigned to both types). :::BlockQuote **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. ::: ![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/81Ka3akSrh0E2AgcgLwdX-20260729-041901.png "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. ![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/gti28HuZoAR0NibYABKWQ-20260729-041902.png "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. ![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/8qVjRbFo7Z4Aq1bcF0Oy9-20260729-041902.png "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**. ![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/7JX-2XQSMEiZHy7ze5Sle-20260729-041900.png "Figure: Workbench Home Screen") ## Login Error: Concurrent Limit Reached If the maximum number of concurrent logins for a campaign type has been reached, the following error message will appear: :::BlockQuote **Error Message:** ::: :::BlockQuote *Max concurrent login has been reached for . Please contact your Administrator.* ::: ![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/P5Jh2wCoAOS6H80Y4Gqw5-20260729-041905.png "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. :::BlockQuote 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. ![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/JXh-ltWdaCS_XjEMyCeYY-20260729-041858.png "Figure: Switch to Workbench Notification") ### Notification Types **Inbound Calls** A Chrome notification appears when an inbound call is received. ![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/_joyfk-2Kpa7hbprPbYsa-20260729-041904.png "Figure: Inbound Call Notification") **Self-Callback Calls** A notification appears for assigned callback calls, based on the Supervisor’s configured callback reminder time. ![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/whwX9j22Ol0pZudpzJmRR-20260729-041904.png "Figure: Callback Notification") **Auto-Dial Status** If Auto-Dial mode is turned off, a system notification informs the Supervisor. ![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/I_sCM4K0cvUaqxyNgqzlI-20260729-041903.png "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. | ![](https://api.archbee.com/api/optimize/SK2urIgCC2ml99YyqWOSl/rQJI5MRt6VVjeNiPg3i06-20260729-041857.png "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. | ##