Custom Agent Workspace Experience - Advanced Work Assignment (AWA)

GV Jan Moser
Giga Guru

Hi,

I created new Experience via App Engine Studio so I have my own Configurable Workspace which I can further customize.

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Question:
How to add Advanced Work Assignment (as same as it is present in OOB CSM/FSM Configurable Workspace)? 

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When I take a look on CSM/FSM Configurable Workspace in UI Builder, I can see that there are Inbox and Ongoing pages but it is not possible (at least I did not find how) to configure them (the components that are contained there are not available for adding) the same way in UI Builder for my custom Workspace.

JanMoser1_2-1667402594694.png

 

I tried to "copy" the backend configuration of Inbox/Inbox Empty and Ongoing/Ongoing Empty pages, but it was not working. Something must be missing somewhere...

Any advice will be well appreciated.

 

Thanks.

Jan

1 ACCEPTED SOLUTION

GV Jan Moser
Giga Guru

Chat solved. The "Agent Chat Shell" needs to be copied as well 🙂

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8 REPLIES 8

Manu4
Tera Contributor

Hi ,

I am also facing issue in active chat part it is not visible when chat is intiated.

Kindly provide more information on Agent chat shell , How to configure it.

Thanks,

Megha

Manu4
Tera Contributor

Hi,

 

Thanks for adding above link it is very helpful, I have a query on Ongoing pages ,What is the use of Ongoing and Ongoing Empty pages you mentioned above.

 

Thanks,

megha

Does the Agent Chat Shell work with an extended interaction table?