Configuring Dispatcher Workspace

Configure the Dispatcher Workspace to optimize task management and agent assignments.

Dispatcher Workspace configuration

Watch this short video to see how administrators configure the filters, sorting options, and ad-hoc filters to facilitate dispatchers while working in the Dispatcher Workspace.

Configuration overview

The steps for setting up Dispatcher Workspace are:

1. Activate Dispatcher Workspace

   Activate the Dispatcher Workspace plugin.

2. Define colors for work order states

   Define colors for work order states so that you can have a visual indication of the task state in the Dispatcher Workspace.

3. Configure multiple time zones for dispatchers

   Add time zones for dispatchers to choose from, making it easier for dispatchers to see what time zones agents are located.

4. Configure the fields to appear on task cards or in the Contextual Side Panel

   Set up task cards and the contextual side panel by including more fields, giving dispatchers extra information to speed up decision-making.

5. Determine the tasks to appear in the task panel

   Define default filters to determine which tasks appear on the task panel.

6. Configure filters for dispatchers

   Create filters to enable dispatchers to filter work order tasks.

7. Configure sort options for task panel

   Configure options to enable dispatchers to sort work order tasks.

8. Configure agent list sort options

   Configure the options available for dispatchers to sort agents.

9. Change the number of days that dispatchers can hide off shift agents

   Increase the amount of time that the hide off-shift agent shows on the calendar, enabling dispatchers to plan around agent schedules farther in advance.

10. Configure the appearance of the map in Dispatcher Workspace

    Configure map settings to define the style and appearance of the map in Dispatcher Workspace.

11. Configure settings for Dispatcher Workspace

    Automate processes and provide dispatchers with more information to increase their efficiency and effectiveness in completing tasks.

12. Configuring communication from Dispatcher Workspace

    Configure the Dispatcher Workspace to send messages to agents, enabling faster collaboration and more effective communication.

13. Setting up dynamic scheduling in Dispatcher Workspace

    Set up Dynamic scheduling to enable dispatchers to efficiently assign, unassign, or reassign work order tasks.

14. Customize Dispatcher Workspace

    Use UI Builder to build pages for CSM Configurable Workspace or custom web experiences using Next Experience and custom web components.

Related concepts

• Using Dispatcher Workspace