Creating an interaction using Agent Workspace (ITIL)

[Kelly Ballard]

We recently enabled Agent Workspace and our Service Desk is using it. The idea behind using Agent Workspace is that the agent first creates an Interaction. From the interaction, the agent can leave it as an interaction or convert it to an INC or Request. Agents are complaining that this takes extra steps. What is the real benefit of first creating an interaction? I'm second guessing the fact we are requiring them to create interactions first; then convert to an INC or Req (task).

[Randie B Jaffe]

Hi Kelly,
The benefit from enabling the use of the Interaction record will come into play when you start using Virtual Agent. Each live conversation is captured in the Interaction record, from there the an Agent can create an Incident or Request based on the nature of the conversation.

If your Service Desk is familiar enough with knowing the difference between what a Request is vs. What a Incident is, theres no need to require them to create a Interaction record first, however, keep this in mind....not all calls to the Service Desk result in a Incident or Request. It could be a wrong number, it could be a status update call, ect. Most Service Desks require that every call to the desk should match with some record type that was created. This would be the reason I would require the Service Desk to use the Interaction record, to document every call and what the call type was. You will get very robust reporting from this process.

Hope this helps.

[Kelly Ballard]

Thank you! This helps!