Voicemail, Leave & Coaching

Last updated · fulliautomatix 1.0.33 · getafix 3.2.65 · ordralfabetix 0.1.1

Beyond live calls, the Agent Desk gives you access to queue voicemails (with AI summaries and transcripts), shift leave requests, quality coaching feedback, and personal analytics.

1. Queue Voicemail (/voicemail)

When a caller waiting in a queue presses 0 (Zero Escape, if enabled on the queue) or is routed to queue voicemail when no agents are available, their message appears in the Desk's Voicemail view (/voicemail).

  • Badge Count: The Voicemail icon in the left navigation rail displays the total unread voicemail count across your watched queues.
  • Who Sees Which Messages: Agents see messages for the queues they have joined; Supervisors see messages across all queues they oversee.

AI Transcripts, Summaries & Urgency (ordralfabetix)

When the platform's speech service is enabled on your cluster, every new voicemail is automatically analysed within ~1 minute of arrival and enriched with:

  • Urgency Chip: Highlights high-priority or time-sensitive messages first.
  • English Summary & Deadline: A concise summary of what the caller needs (even if the caller spoke in Bangla or mixed Bangla/English).
  • Full Transcript: The speech-to-text transcript of the recording.
  • Suggested Callback Number: The phone number the caller spoke aloud in their message, extracted automatically alongside the SIP Caller ID.

Playing and Calling Back a Voicemail

  1. Play: Click Play on any voicemail row to listen to the audio recording directly in the browser, then click Close when finished.
  2. Call Back as the Queue:
    • You must be Available (on duty) to call back a queue voicemail (Call back is disabled while you are Off duty).
    • Click Call back. If the AI speech service extracted a callback number spoken by the caller, you can confirm or edit that number, or switch to the caller's network Caller ID.
    • Your browser phone dials out armed as the Queue, so the customer sees the Queue's caller ID and the call is logged as an outbound queue call.
  3. Delete (Supervisors only): Supervisors can click Delete to remove a handled voicemail message and decrement the queue's voicemail badge.

Personal Extension Voicemail: Voicemails left on your personal 4-digit extension (rather than a queue) are managed in the Admin Console under Applications → Voice Mail Messages (https://ui.<domain>/apps/voicemailmessages), or by dialling *29 from your phone and entering your voicemail PIN.

2. Requesting Leave (Workforce Management)

When Workforce Enabled is active for your company, the Leave card appears below the Queue Pane on your Agent Desk (/):

  1. Click Request on the Leave card.
  2. Select the From and To dates, choose the Leave type (such as Vacation or Sick), and enter an optional Note for your supervisor.
  3. Submit the request:
    • Your request appears in the Leave card as pending (and increments the supervisor's Workforce rail badge).
    • While a request is still pending, you can cancel it by clicking Withdraw.
    • Once a supervisor approves or rejects your request, the status updates on your Leave card (approved / rejected) along with the supervisor's note.

3. Quality Coaching Card

When Quality Enabled is active for your company, the Coaching card appears in the Stats area of your Agent Desk (/):

  • Whenever a supervisor completes and submits a QA evaluation of one of your recorded calls, you receive an email notification and the Coaching card lists the scorecard name, your percentage score chip, and the evaluator's coaching feedback.

4. Personal Analytics (/analytics)

Click Analytics in the left navigation rail to review your performance across Today, This week, or Month presets:

  • View your total calls, queue calls answered, talk time, hold time, wrap-up outcomes, and pause breakdown by reason.
  • For custom historical date ranges (up to 3 months), open the Admin Console (https://ui.<domain>) and view Applications → Dashboard, History (Channel Logs, Agent Logs, Endpoint Logs), or Report → Agent Reports.