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Agent Workspace

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Agent Workspace

Agent Workspace is a configurable service desk application that provides an integrated and intuitive user experience enabling agents to be more efficient.

Agent Workspace features include:
  • A multi-tab interface for agents to efficiently manage multiple cases or incidents
  • Real-time handling of calls and chats via Interaction Management System
  • Task resolution assistance via Agent Assist
  • Intuitive search capabilities enabling agents to quickly find relevant content
  • Heads up display of contextual information helping agents quickly get oriented to the task at hand
Agent Workspace is active for all instances.

Agent Workspace in ITSM

The following video shows a sample use of Agent Workspace in ITSM.