Customize the Connect Customer agent workspace

The agent workspace integrates all of the agent-facing capabilities in Connect Customer out of the box.

You can customize the agent workspace by integrating third-party applications and creating custom visual workflows with step-by-step guides.

The following image shows the parts of the agent workspace:

1. The contact controls, which agents use to handle calls, chats, emails, and tasks.

2. Third-party applications, which you can add to the workspace to reduce the number of windows that an agent has to toggle between.

3. Real-time recommendations from agent assist.

4. Tasks to assign work or follow-up activities.

5. Case management, powered by Connect Customer Cases.

6. Step-by-step guides, which offer visual guidance for common workflows in your contact center.

7. Voice authentication, powered by Voice ID.

8. Customer information, powered by Customer Profiles.

Contents

• Customize the theme of the agent workspace

• Access the Worklist app

• Integrate third-party applications (3P apps)