Configuring Interaction Management in Service Operations Workspace

Configure the features of Interaction Management to manage the interactions in Service Operations Workspace.

• Configure the duration to view the requester's activities for an interaction in Service Operations Workspace
  Configure the duration to display requester’s history, consisting of tasks, interactions, and assets. These details are displayed in the Requester Information side panel of Interaction Management record
• Hide the inbox in Service Operations Workspace
  Hide the inbox automatically when a work item, like a chat or call, is accepted. If disabled, the inbox will remain visible even after accepting a work item.
• Automatically close an interaction in Service Operations Workspace
  Automatically close the interaction when an incident linked is closed in Service Operations Workspace.
• Configure the display of requester related records in an interaction
  For an interaction, ensure that related records of a requester are displayed as intended for Service Operations Workspace.
• ITSM Configurable Workspace chat session tabs in SOW
  Use visual indicators on chat session tabs, such as colors and icons, to alert agents about unread messages and SLA threshold timers.
• ITSM voice interaction record page
  The ITSM voice interaction record page provides a component that customers can use for integration with Contact Center as a Service (CCaaS) providers and an interface that agents can use to handle customer phone calls.