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Agent Workspace

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Agent Workspace

Agent Workspace is a configurable service desk application that provides agents with an integrated and graphically intuitive user experience.

Agent Workspace features include:
  • A multi-tab interface to help agents efficiently manage multiple cases or incidents on one screen
  • 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

By default, Agent Workspace is active for all instances.

Agent Workspace in ITSM

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