Workspace

Workspace is the unified agent console in PBX.IM. It puts everything an agent needs to take a call — the webphone, queue health, the customer's chat thread, call scripts, recent calls, and contacts — onto a single page. Instead of switching between the dashboard, the inbox, and the popped-out webphone, an agent can stay on Workspace for an entire shift.

Access Workspace
Layout at a Glance
Tab — Inbox
Tab — Script
Tab — Recent Calls
Tab — Contacts
Right Sidebar — Webphone
Right Sidebar — Queues
Agent Status (Pause / Resume)
Workspace FAQ

Access Workspace

Open the Workspace entry in the left sidebar. The default URL is /workspace.

[!NOTE] Workspace is gated by the call-panel-feature flag. If you do not see the sidebar entry, contact your account administrator to enable it for your account.

Layout at a Glance

Workspace is split into two columns:

Main area (left) — a tab strip with Inbox, Script, Recent Calls, Contacts. The active tab fills the column. The header also includes your Pause / Resume control.
Right sidebar — the embedded webphone at the top and the queue sidebar below it. The sidebar can be resized by dragging its left edge.

Each tab keeps its own state — switching between tabs does not reset the inbox conversation you were reading, the script you had open, or the filters you applied to recent calls.

Tab — Inbox

The Inbox tab embeds the same SMS / WhatsApp / internal chat experience you have on the main Inbox page. Personal and team inboxes assigned to you appear in the conversation list. Selecting a conversation shows the thread on the right.

[!NOTE] The Inbox tab is only visible to users with an assigned SIP user. Admin-only accounts that do not handle conversations will not see the Inbox tab.

For a complete walk-through of inbox features (My Inbox, Team Inbox, Internal Chat, assignment behavior) see the Inbox documentation.

Tab — Script

The Script tab lets an agent pull up call scripts — typically a checklist, a CRM page, or an HTML form an agent should follow while on a call.

Picking a script

Click the Choose Script dropdown to see every script available to your account. Scripts can have one or more tabs inside them; each tab is a separate HTML page, a sandboxed URL, or an external URL.

Inline tabs (HTML, URL, sandboxed URL) open inside Workspace and become one of your open script slots.
Webpage tabs open in a new browser window.

Multiple scripts open at once

You can keep up to three script tabs open simultaneously. Use the + Add button to open another slot, the tab strip above the content to switch between them, and the × on each tab to close it.

If a script has not been picked for a slot you'll see the empty state. Pick a script from the dropdown to fill it.

Tab — Recent Calls

A scrolling list of your most recent calls (inbound, outbound, missed, abandoned) with the date, the direction, the duration, and the other party's number / name. Use it to call someone back without leaving Workspace.

Tab — Contacts

Search and browse your shared Contacts directory from inside Workspace. Use it to look up a customer record or copy a number into the webphone.

For the full Contacts feature set (creating, importing, linking to numbers) see the Contacts documentation.

The top half of the right sidebar embeds the PBX.IM webphone. You can answer and place calls, transfer, hold, mute, and use the dial pad without leaving Workspace.

The embedded webphone is the same webphone you'd see if you popped it out from the dashboard. If you choose to pop it out into a floating window, the Workspace sidebar hides the webphone slot so the queue sidebar can use the full height. Pop it back in to restore the embedded view.

Below the webphone, the queue sidebar shows a live, compact view of every queue you care about. Two tabs:

My Queues — queues you are a member of.
All — every queue on the account you could join.

Each queue card shows:

Metric	Description
Answered (donut)	Percentage of inbound calls answered. Color reflects your account's KPI thresholds.
Waiting calls	How many calls are currently waiting in the queue.
Longest waiting call	The wait time of the oldest currently-waiting caller.
SLA	The current SLA percentage based on the queue's SLA strategy. Color reflects KPI thresholds.

Joining and leaving queues

On a My Queues card the icon button is Leave — clicking it asks for confirmation and removes you from that queue.
On an All card the icon button is Join — clicking it adds you to the queue immediately.

Joining or leaving updates queue membership account-wide; no admin intervention is needed.

Agent Status (Pause / Resume)

The pause selector in the Workspace header is the same control as on the agent dashboard. Pick a pause reason (e.g., Lunch, Training, Available) to update your check-in status. Pause reasons are configured under Settings → Agent Status.

Workspace FAQ

Why don't I see the Workspace entry?

Workspace is gated by the call-panel-feature flag. Ask your administrator to enable it.

Why don't I see the Inbox tab?

The Inbox tab requires a SIP user to be assigned to your account. If you only have admin / financial roles without a SIP user, the Inbox tab is hidden.

Can I open more than three scripts at once?

No, three open script slots is the limit. Close one with the × to free a slot.

The webphone moves to a floating Picture-in-Picture window. The Workspace sidebar collapses the embedded webphone slot so the queue sidebar uses the full sidebar height. Pop the webphone back in to restore the layout.

Yes — drag the thin vertical handle on its left edge. Width is clamped between roughly 360 px and 480 px.

Joining a queue from Workspace — does it persist?

Yes. Joining or leaving a queue from the Workspace queue sidebar updates queue membership on the account. Other dashboards and the wallboard will reflect the change.