Working on records in your Workspace

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • Use Workspace records to and provide information to your customers and process requests.

    Callback features

    If callback feature is enabled, customers can request a callback instead of waiting for the Agent to become available. Agents get the Callback Interactions routed to them, when they are available. For phone callbacks, auto-dialout will happen upon accepting the work item in the Inbox. However, the Agent can also use the phone icon in workspace to call the customer directly if the auto-dial did not succeed. Agents can perform the following actions in the workspace.

    Note:
    Agents can see the customers name on the Inbox callback card.
    Table 1. Callback actions
    Field Description
    Reattempt callback Agents can reattempt a callback by selecting the More actions button and then selecting Re-attempt Callback. The Reason menu displays and agents have the following options to choose from.
    • Dead Air
    • VoiceMail
    • Customer is Busy
    • Other
    Closing callback If the issue is resolved, Agents can close the callback. If closed, the system does not retry callbacks, and the callback task is closed. Agents can choose from the following options to close a callback.
    • Resolved
    • Other
    When a callback is closed, Agents can see the transcript and a recording of the conversation in the Conversations tab.
    Note:
    The recording is also added to the Activity stream and the Attachment tab.