Workspace settings

The block allows you to customize agents' Workspace for processing customer inquiries.

1. Connect the block via the Exit port.
2. Double-click the Workspace settings block.

In the Conversation processing section, define dialogue classification settings. The settings apply to customer inquiries received in queues and to user/group extensions. If you want to set up automatic call classification in your scenario, configure tags in the Call tagging block.

3. Enable the Use tags switch to allow agents to use tags for dialogue 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 dialogue classification.
5. Select a topic set from the drop-down list. The assigned topic set is then available for queue agents in the Workspace.

In the Hide data during a call section, customize which information to hide from an agent in the Workspace during a call. The setting applies to all inbound calls (received in queues, calls to user/group extensions). The data you select will be hidden from an agent receiving an inbound call until they answer the phone. If an agent fails to answer a call and transfers it to another agent, the selected data will not display until the call is answered.

6. Select which call data to hide from an agent. The options are:

7. Click Save.