Icon guide on main home screen (call worklist dashboard)

☎︎ / phone icon — Voice call entry. 

 

 

 💬 / message icon — Message entry. 

 

 

 EN / ES badge — Language detected/selected. 

 

 

 Blue phone (bottom‑right) — Open the dialer (outbound call). 

 

 

 Blue chat bubble (bottom‑right) — Open secure chat. 

 

 

 Blue sliders (near Search) — Open the Filter panel. 

 

 

 Best practices 

 

 

 Save the views you use daily as Favorites (one per agent role). 

 

 

 Pair Intent with Language to create clean work queues. 

 

 

 Refresh often during peak hours; unresolved calls with short durations are strong callback candidates.