Call Guide

The Call Guide Widget includes an Auto Save option for customer responses captured by agents during the call. When the Auto Save option is configured in the Call Guide configuration, agent responses are saved automatically after the call or while the agent is in the After Call Work (ACW) state. Completed responses are saved even if some questions are left unanswered.

To access the Call Guide configuration page, follow these steps:

1. Log in to the Workspace admin application.

2. From the top-right dropdown menu, select Configurator.

3. In the left navigation menu, click Widget Configuration, then click Call Guide.

Configure Auto Save

The Call Guide Configuration screen allows you to define when the autosave of agent responses occurs. The following options are available in the dropdown:

1. On Call-End Event - Select this checkbox to enable autosave for completed responses when the agent ends the call with the customer.

2. While Entering ACW State - Select this checkbox to enable auto save for completed responses when the agent enters the After Call Work (ACW) state.

3. Click Save to apply the changes.

   Note:

   Auto-save will remain disabled if the On Call – Event End and While Entering ACW states are not configured.

   To discard changes, click Cancel.

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