How to Adjust the Volume and Mute options in the Agent Workspace.

• Related Articles

• TMS Feature - Agent Workspace

  The Agent workspace is not part of an administrator’s view but forms an essential part of the TMS. This is where a high productivity user will work from and requires an extension enabled as an agent. The main reasons for enabling agent extensions are ...

• Accessing the Agent Workspace - Step by Step Instructions

  1. Go to the TMS URL: https://tms.euphoria.co.za/ 2. Choose the desired account. (A user needs access to a manager account in order to complete the below steps) 3. Click on the Agent menu item. 4. Click on the Agent Workspace sub-menu item.

• How to Transfer a Call (Unattended or Attended) in Agent Workspace - Step by Step Instructions

  Unattended Transfer 1. Make a call/answer an incoming call within the agent workspace 2. Click on the Transfer button from the phone panel. 3. Add the number to whom the transfer will be going. 4. Click the Transfer Now button. Attended Transfer 1. ...

• How to Pause Using the Pre-configured Pause Codes in Agent Workspace - Step by Step Instructions

  1. Log on to the Agent Workspace. 2. Click on the down arrow next to the Pause button. 3. Choose the pause that best suits your reason for being away. 4. When returning to your computer, click the Unpause button to resume work.

• TMS Feature - Agent Analytics

  Analytics pages give the administrators insights into various facets of call behaviour, allowing an in-depth understanding of call patterns. Agent Analytics For a fuller understanding of the difference between Agents and Participants, please refer to ...