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.
Agent assist configuration is assigned here, this will determine the agent assist configuration of an agent receiving or initiating a conversation through this agent workspace for features such as AI chat/email/voice summary for task notes or next best action for inbound calls.
You may also control the task notes behavior and block agents from editing it, relying fully on the agents generating notes using the AI chat/email/voice summary feature.
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.
Graia scripting
The Built in scripting allows a user with the proper permissions to configure complex scripts for their agents leveraging available Graia 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 Graia CCaaS 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 Graia CCaaS to automatically fill the script based on the last data inputs from the last interaction with the customer profile.
Warning
If Graia CCaaS 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 Graia CCaaS customer data and prefill it automatically, if the script uses the Graia CCaaS 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 Graia CCaaS customer data to fill up the details automatically.
| Variable | Description |
|---|---|
| customerFirstName | This is the Graia CCaaS customer first name field. |
| customerLastName | This is the Graia CCaaS 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 Graia CCaaS 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 Graia CCaaS 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 Graia CCaaS ID of the agent. |
| {{CustomerIdentifier}} | The identifier of the customer, phone or email address. |
| {{WorkitemId}} | The Graia CCaaS ID of the agent's task |
| {{ConversationId}} | The Graia CCaaS ID of the conversation associated to the agent's task |
| {{ChannelIdentifier}} | The Graia CCaaS channel identifier, this can be the phone number or email address of the channel |
| {{Customer.Id}} | The unique ID of the Graia CCaaS 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.
Using Workflow Variables in External URLs
You can pass workflow variables into the external web page configured in the Agent Workspace. This allows dynamic data to be included in the URL based on the workflow’s state.
To use a workflow variable, define it in the workflow using a Set Data node (e.g., customerId, ticketNumber), then reference it in your URL with the Workflow. prefix (e.g., Workflow.customerId, Workflow.ticketNumber).
Note
Workflow variables can also be set dynamically via custom integrations or bots, in addition to manual configuration in the Portal.
Resource access for embedded pages
Task addons may require additional resource access depening on the embedded page, you may turn on or off these permissions.
- Microphone access: Enables access request to the microphone
- Camera access: Enables access request to the camera
- Geolocation access: Enables access request to user's location
- Clipboard read access: Enables access request to read user's clipboard
- Clipboard write access: Enables access request to write into user's clipboard
- Local network access: Enables access request to user's local network, in addition, the administrator must provide a list of space-separated allowed origins.
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.
The Voice tab also offers:
Override global auto answer configuration with the option to specify a delay.
Select an Agent Assist. Selecting an agent assist is mandatory for features such as Agent Assist suggested action for translated calls as well as Wrap up task notes generated by AI for voice calls.
Call translation settings
Tip
- Language profile creation for agents. Learn more about it here.
- Language profile creation for customers. Learn more about it here.
- Language support for translation. Check the list here.
- Edit agent spoken languages. Learn more about it here
- Agent translation experience for inbound calls. Learn more about it here
- Agent experience for outbound calls. Learn more about it here.
The call translation settings under the Voice media tab will be visible only if the call translation feature is activated for your tenant.
- Voice of the original agent audio: When Call Translation is used for customer-agent calls, the untranslated agent audio, referred here as original agent audio, is also streamed to the customer for the purpose of transmitting tone, warmth and warmth of the agent voice allowing the customer to better understand that the call is being translated. This slider controls how loud should the agent original voice of the agent be to the customer. In some cases, administrators set this to 0, this will result in silence for the customer instead of the original agent voice.
- Agent side chat mode: During call translation the agent can hear the original customer voice as well as the translated audio, in some cases and while paired with other features, the translated audio could be reduntant generated unwanted costs. Turn this toggle on to disable the customer's translated audio for the agent, which will allow the agent to either use TTS by typing in the chat box or speak as soon as the transcription appears on the user interface, without needing to listen to the whole translated audio, making the overall interaction smoother.
- Disable customer audio translation for agents: When enabled, it disables the translated audio of the customer speech for the agents, this is particulary useful when the agents rely on the transcript to handle the customer query and do not need the translated audio. Individual agents can mute the customer translated audio through their translation interface, turning this feature on, enforces the disabled behavior on them and agents may no longer decide if they want to hear the translated audio or not.
- Customer side intermediate transcript enabled: Customer speech is transcribed and displayed to the agent in the call transcript, after the customer finished speaking, resulting in a higher quality message, however, that may introduce unwanted increase in the agent response time. Turn this toggle on to enable near-realtime transcribing of the customer speech, before they finished speaking, at the expense of transcript quality, allowing the agent to prepare their answer sooner and reduce their response time.
- Agent side transcript confirmation enabled: When speaking, the agents are also able to see how the Speech to text engine detected their speech, in some cases, depending on accent, language fluency and other factors, the detection could be erronous. This toggle allows the agent to modify or confirm the detected speech before sending it to the customer. When the toggle is on, a Transcript confirmation timeout (seconds) field appears, a value must be specified and it represents how much time the agent has to detect a mistake and cancel the translation and streaming to the customer. A lower value means the agent has less time, but for correct detections the overall interaction feels faster and smoother, a higher value gives the agent more time but the interaction will feel slower.
- End speech detection interval (milliseconds): This value determines how aggressive the system should be when detecting the end of the speech, a higher value will result in the interaction feeling slower, as the system will wait longer to make sure the person is finished speaking, while a lower value will result in the interaction feeling faster, with room for error in situations when the person had a break in speech but did not finish speaking.
- Customer language for outbound: This determines if translation is enabled for outbound calls initiated through this agent workspace and sets the language of the customer. If the customer language does not match the agent language, then translation is enabled. Information about the language and the language profile are displayed to the agent in the Lookup.