Agent Workspace

Benefits of Agent Workspace

Improve agent efficiency

Resolve multiple issues concurrently in an optimized, intuitive layout.

Accelerate resolution

Settle issues faster with automated machine learning-based recommendations.

Mitigate major incidents early

Get notified of potentially major incidents based on issue frequency and impact.

Get more visibility and details on issues

Keep informed of updates and surface important insights with a live activity feed and analytics.

Features of Agent Workspace

Single-pane view

See all details related to an issue in one place, neatly organized in tabs.

Agent Assist

Close issues faster with smart, AI-assisted recommendations.

Improve customer service with integrated communication

Omni-channel communication

Communicate seamlessly with customers from the same interface while reviewing issues.

Identify major incidents with automatic notifications

Major incident identification

Get automatically notified about potential major incidents.

Additional features

Seamless handoff from chatbot

Transfer customers from Virtual Agent to a live agent with full context, when needed.

Advanced work assignment

Assign work items automatically based on agent availability, capacity, skills, and context.

Automatic interaction logging

Log conversations initiated from a chat or phone call effortlessly.

AI search

Help users find answers quickly with the intelligent query feature.

Simple navigation

Multi-task and maintain context easily by navigating between records using tabs and child tabs.

Flexible layout

Let agents personalize layouts to their style by showing, hiding, and resizing sections.

Global search

Find any information you need in the workspace.

Telephony integration

Integrate with a variety of telephony vendors to support inbound and outbound calls.

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