voximplant KitDocs
  1. Administration
  2. Automation
  3. Scenario editor
  4. Scenario blocks
  5. Workspace settings
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Workspace settings

The block allows you to customize agents' Workspace for handling calls from queues.

  1. Connect the block via the Exit port.
  2. Double-click the Workspace settings block.
  3. Enable the Use tags switch to allow agents to use tags for conversations' classification. All tags added in the settings are available for the queue agents in their Workspace.
  4. Enable the Use topic set switch to allow agents to use a topic set for conversations' classification. The assigned topic set is then available for the queue agents in their Workspace.
  5. Select a topic set from the drop-down list.
Important

A queue can only have one topic set assigned. When you select another set, it automatically replaces the previous one.

Conversation processing settings
  1. Click Save.
Note

The conversation processing settings you define in this block only affect how agents of a given queue classify customer requests in the Workspace. If you want to set up automatic conversation classification in your scenario, configure tags in the Call tagging block.