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Platform Documentation

Contact Center Agent Workspace

This page describes the agent-facing omnichannel workspace in Thirdlane Connect when your organization uses Contact Center queues for calls and messages. Your administrator assigns queues and permissions; not every user sees these screens.

Workspace layout

  • Session strip — Above the conversation pane, a row of session pills represents each active interaction. Each pill shows channel, contact, status, and unread indicators where applicable.
  • Switching — Click a pill to focus that session. One click should move you between voice and messaging work without losing context.
  • Offer presentation — New or handed-off interactions may appear in Offer mode: stronger visual emphasis so offers are hard to miss (for example accent bar, pulsing accept control).

Handling interactions

  • Unified queues — Voice and messaging share consistent states and indicators where policies align.
  • Call waiting — For inbound queue calls, you may accept, reject, or place a ringing call on hold while finishing another session, subject to queue rules.
  • After Contact Work (ACW) — Wrap-up and disposition steps follow your queue’s effective policies so handling is consistent across channels.

Availability and pause

  • Pause codes — Mark yourself unavailable with a reason (for example Break, Lunch, Training). Supervisors and reports can use these codes for adherence.
  • Status dots and badges are aligned between the sidebar and session strip where supported.

CRM and customers

  • In-conversation CRM — Look up contacts, view history, and add notes without leaving the interaction.
  • Customers sidebar — list picker — Restrict the visible CRM list to a static or dynamic list for campaigns or outreach; counts may update live.
  • CSV import — Import CRM contacts from Connect with duplicate matching, optional list assignment, and preview. Heavy field-mapping workflows may still use Configuration Manager.

Outbound SMS and WhatsApp

Where configured, agents can originate SMS or WhatsApp messages from the workspace:

  • Choose templates and fill variables.
  • Track delivery status according to integration.
  • What’s new in 16.1.1 — Full feature list for this release.
  • Tenant administration for queues and policies remains in Configuration Manager (for example queue membership, codes, policies)—see platform documentation for Contact Center setup.