Your shift

Do this

1. Open My desk. If you are off shift you see Start your shift.
2. Click Check my microphone. Your browser asks to use the microphone. Choose Allow.
3. Say a few words. The bar under Microphone should move. If you have more than one microphone, pick yours under Which microphone.
4. If your manager runs more than one campaign, choose one under Work on, or leave Any campaign.
5. Click Start my shift. The button stays off until the microphone works.
6. Wait for Getting you ready. When the screen says You’re ready, calls can come to you.

To step away, click Take a break and choose why. To come back, click Ready. To finish, click End shift and confirm End shift.

What the states mean

You see	What it means
You’re ready	You are waiting for the next call.
You’re on a break	No calls come to you until you click Ready.
A call is being handed to you	Someone is waiting. See taking a hand-over.
On the call	You are talking.
The call is over	You are wrapping up. See saving a result.

You cannot start a break or end your shift while a call is coming in or in progress.

Break reasons

When you click Take a break, the menu asks Why are you stepping away? These are called pause codes. A new company starts with five:

• Break
• Lunch
• Training
• Meeting
• Technical issue

Your manager can change the list. Your supervisor sees your reason on the floor screen. See agent states.

Your day so far

On the ready screen, three boxes show Calls, Talk time and Hand-overs for today. Next to them you see how long you have been on shift.

The connection indicator

Under your numbers a small badge shows your phone connection, with three bars.

Badge	Meaning
Connection good	Steady.
Connection uneven	Calls may sound slightly choppy.
Connection poor	Calls may sound choppy. Close other video or download tabs, or move closer to your router.
Reconnecting	Your phone connection dropped. We reconnect it for you. If it goes on, check your internet.

While it reconnects, a warning says Your phone connection dropped. A call in progress waits for you for a few seconds. For more, see call quality.

If you reload the page mid-shift, you see You are still on shift. Click Reconnect my phone. Your status is kept.

If your microphone is blocked

The screen tells you what is wrong:

• Your browser blocked the microphone. Click the lock icon in the address bar, allow the microphone, then click Check my microphone again.
• No microphone was found. Plug in a headset, then check again.
• This browser cannot use a microphone here. Use a recent Chrome, Edge, Firefox or Safari.

If Start my shift fails with The phones are not answering, wait a few seconds and try again. If it keeps failing, tell your supervisor.

Not yet

Phone calls in this build run on a simulator, not real phone lines. The desk in a browser with a real softphone call has not been checked against a real carrier. See simulated versus real.