Agents
Agent desk
For people who take calls Elioxa hands over. The voice agent finishes the job when it can; you get the calls that need a person — with the story already written.
Every call has a job. Let it get done.
Workspace and Desk
| Surface | Path | Use it for |
|---|---|---|
| Agent Workspace | /workspace | Your app home — presence, open work, shortcuts |
| Desk | /csr | Live-call console — softphone, transcript, scripts, wrap-up |
Open Apps → Agent Workspace. Use Desk when you are taking calls. Outbound campaigns (if assigned) live under Outbound.
What you receive on handoff
When Elioxa transfers to you:
- A summary of who called, what they wanted, and what was already done
- Live transcript and sentiment
- Linked customer, order, appointment, or ticket when they exist
- Flags such as VIP, preferred agent, or blocklist
Warm transfers speak the summary to you before the caller joins.
Desk controls
| Control | Notes |
|---|---|
| Softphone | Accept / decline, mute, hold / resume, end |
| Transfer | Queue, skills group, peer, or external number |
| Presence | Available / Busy / Away / Offline — only Available agents receive routed calls |
| Assist | Suggestions from the live conversation |
| Summarize | Conversation summary (also on hangup) |
| Knowledge | Search articles without leaving the call |
| Notes | Saved on the call record |
| Mark spam | Starts the blocklist workflow |
Scripts
Admins create agent scripts per location and workstream. Desk shows the active script for the call so you can follow greeting, verification, offers, and compliance lines.
Dispositions and wrap-up
Every closed call should have a disposition and notes. Quality score can be set on the call detail page (/calls/:id). Closing a session without ending the call can requeue it — always End when the job is done.