The agent workspace
This menu enables authorized users to generate configuration lists.
These lists can be linked to specific queues and are designed for repeated use across various queues. Additionally, they can be accessed for selection through a lookup function.
When a queue is configured with agent workspace settings, it takes precedence over all other channel-level configurations, such as scripting. Moreover, agents using lookup may utilize a workspace to access preconfigured options.
The Details tab
The Details tab of the agent workspace contains essential information, such as the name and the business unit assigned to the workspace. Each agent workspace can be assigned to only one business unit.
Users can override the global wrap-up timer behavior by activating a toggle switch. This action will reveal another toggle to set the preferred behavior, allowing portal users to customize wrap-up timer behaviors for individual queues.
For example, if the wrap-up timer is enabled for the entire tenant with a 20-second duration, but a specific queue does not need it, a user can choose to override the global wrap-up timer and disable it for that queue through the assigned agent workspace.
Tip
When wrap-up timer toggle is turned on, you may allow agents to reset the timer through the Allow agents to reset wrap up timer. Specify how many times you wish to allow agents to reset their wrap-up timer.
Additionally, a hold music file can be uploaded which will replace the tenant-level hold music for the conversations using the agent workspace, offering queue-specific and personalized music on hold.
You may assign a contact book in this tab as well. Agents will be able to see the Contact Directory tab with the records from the given contact book, while using the directory for voice calls or emails.
Lookup Config
The Lookup Config tabs enable users and supervisors to manage workspace-related settings that affect the agent's Lookup functionality.
Supervisors can choose to show or hide specific agent workspaces, thereby controlling which workspaces an agent can see during the Lookup for selection. Furthermore, an outbound channel can be set for email and voice, requiring agents using this workspace to dial out from those channels. Leaving the options at their default settings allows agents to choose the channels they prefer for outbound calls or emails.
Task Addons
The task addons tab of the Agent Workspace defines the addons the agent is presented with aside from the default Customer Data.
Buzzeasy scripting
The Built in scripting allows a user with the proper permissions to configure complex scripts for their agents leveraging available Buzzeasy data in those scripts. In this section, you may select an existing script from the list, toggle the data related options, open script editor or edit the selected script.
The Force script completion toggle allows supervisors to ensure the script is completed before the agent can close a task. A script is completed when the end node of it is reached. The Persist collected data toggle allows Buzzeasy to collect scripting data and store it in the CollectedData odata feed table. You may use this data for analytics.
The Prefill data from customer's last session allows Buzzeasy to automatically fill the script based on the last data inputs from the last interaction with the customer profile.
Warning
If Buzzeasy is not permitted to store data, the prefill feature will be unusable because the data is sourced from OData. Please be aware that for Agent-to-Agent transfers, the prefilled data might not be available due to the processing time required by OData. Additionally, executing the script against a customer profile immediately will not show the prefilled data. Allow up to 5 minutes for the prefilled data to become available before running the script against a customer profile again..
The Provide access to customer information from script allows scripting to retrieve Buzzeasy customer data and prefill it automatically, if the script uses the Buzzeasy allowed variables. See the table below for supported out of the box variables. These variables are case-sensitive and must follow the naming convention in order for Scripting to use Buzzeasy customer data to fill up the details automatically.
| Variable | Description |
|---|---|
| customerFirstName | This is the Buzzeasy customer first name field. |
| customerLastName | This is the Buzzeasy customer last name field. |
| customerEmail | Email address field of the customer profile. |
| customerPhoneNumber1Value | First phone number of the customer profile |
| customerPhoneNumber1Type | The type of the first phone number, if specified in the Buzzeasy customer profile. |
| customerPhoneNumber2Value | Second phone number of the customer profile, if specified. |
| customerPhoneNumber2Type | Second phone number type of the customer profile, if specified. |
| workitemId | Passes the workitemId to scripting, used for custom integrations. |
Note
Please note that Scripting must be enabled for your tenant and your user must have scripting permissions set.
The Provide access to workflow properties from script allows the script to use any workflow variables set by a bot or a set data node. These variables are case sensitive and must start with a lowercase letter.
Open script editor allows a user to open up the Script editor in order to browse through or create additional scripts, while Edit selected script allows the user to edit the script that has been already selected on Agent Workspace.
When updating customer variables via scripting, those updates will be populated onto the Buzzeasy customer record as well upon closing the workitem.
External Webpage
The external webpage allows any webpage that can display content in an iFrame to be displayed to the agents. Additionally, the following data can be passed over to the webpage. The Addon display title allows personalizing the title of the iFrame displayed to the agent.
| Variable | Description |
|---|---|
| {{Agent.Token}} | The agent's access token. Grants permissions to agent related functionalities |
| {{Agent.Name}} | The name of the agent. |
| {{Agent.Id}} | The unique Buzzeasy ID of the agent. |
| {{CustomerIdentifier}} | The identifier of the customer, phone or email address. |
| {{WorkitemId}} | The Buzzeasy ID of the agent's task |
| {{ConversationId}} | The Buzzeasy ID of the conversation associated to the agent's task |
| {{ChannelIdentifier}} | The Buzzeasy channel identifier, this can be the phone number or email address of the channel |
| {{Customer.Id}} | The unique ID of the Buzzeasy customer. |
| {{Customer.ExternalId}} | The custom ID added to customer profile |
You may craft custom URLs for your custom integration using a webpage by following this example.
Completion Codes tab
The Completion Codes tab enables users with appropriate permissions to activate Agent Workspace-level completion codes and configure these codes. When activated in this tab, the specified completion codes will override the channel-level completion codes for the queue associated with the agent workspace.
This feature provides the flexibility to have distinct codes for each queue within a workflow by creating a separate Agent Workspace.
Additionally, sub-codes can be added here. The channel-level completion codes do not support sub-codes or 2-level completion codes, while the Agent Workspace level completion codes provide this enhanced functionality. Simply click the "Add child" + button to add a sub-code to a main code.
Case tab
When Case Management is enabled, this tab offers the definition of the various custom fields and status values.
Case custom fields
A case can contain custom fields to hold various types of business information. When creating a custom field, you need to specify their API Name first for programmatic access – these can contain alphanumeric characters only, no space or symbols. After created, you can however specify a display name with any characters. You also need to specify the data type the fields will contain (text, numeric, datetime, checkbox, radiobutton, dropdown, multiselect). Each field can hold 100 characters max.
Open statuses
Cases have a status, they can either be open or closed. You can specify any number of reasons for being in either of these states. The Open statuses list contains the individual reasons a case could be opened for. This is a Text type field.
Close reasons
Similarly to open statuses, you can define any number of reasons upon which a case can get closed.
Media tabs
The media specific tabs allow overriding the tenant-level setting for RONA. Additionally, they allow selecting an Agent Layout.