Knowledge base

How the workspace works, article by article.

Task-level articles for agents, managers, and admins. Search by what you are trying to do.

Getting started
Signing in and setting your statusWorking the Power Hour queueClaiming and releasing a work itemFive-minute inactivity lock
Agent workspace
Reading contactability preflight resultsClick-to-call and transfersSetting a dispositionUsing versioned guidance
Callbacks & retries
Scheduling a callback in local timeAttempt caps and holdsDeferrals and manager approvalRetry cadence by location
Manager desk
Reading queue healthReviewing the overnight batchApproving an SLA-risk deferralExporting the call log
Admin
Configuration revisions and rollbackRoles and scopesReading the audit ledgerPublishing guidance assets
Integrations
Connector status and credentialsData platform exportRequesting a connectorCRM migration notes
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