Agent workspace
Give agents the conversation, customer history and next action.
The Voz360 agent workspace brings the customer request together with the information and actions needed to handle it. Work through conversations, consult Customer360, collaborate with colleagues and use agentic AI while serving the customer.
Review the confirmed internal update before responding.
THE WORKFLOW, EXPLAINED
What is available in the Voz360 agent workspace?
The Voz360 agent workspace brings conversations, browser calling, Customer360, structured forms, collaboration and agentic AI assistance together. Agents can handle the discussion, coordinate internal work and prepare the next response while keeping customer context in view.
INSIDE THIS CAPABILITY
Understand what the team can do, and how it connects.
Agent workspace
Handle the request with its context in view
Agents work with conversations from the connected service channels and handle calls within the wider customer service platform. Customer360 provides earlier conversations, calls, live chat, voicemail, CSAT and forms to inform the response.
Handle customer conversations and connected replies.
Use browser calling and call-handling controls.
Consult Customer360 before choosing the next action.
Record the notes, properties and disposition relevant to the interaction.
Agent workspace
Complete the work behind the reply
A reply may need information from another team, a checklist to be completed or an approval before the next step. Conversation tools let agents manage that work alongside the customer discussion.
Complete custom forms and static or dynamic properties.
Follow checklists and collaborate using private and global notes.
Transfer, merge, link or organize parent-child conversations.
Work through RCA and approval steps while retaining the history.
Agent workspace
Use agentic AI while preparing the next action
Auto drafts and reply enhancements help agents prepare a response, while history-informed recommendations help them understand how to continue. For voice, real-time transcription and agentic recommendations support the active call.
Generate and review draft replies.
Enhance the response before sending it.
Consult recommendations informed by customer history.
Use live voice transcription and agentic AI recommendations during calls.
FOLLOW THE WORK / ILLUSTRATIVE SCENARIO
Resolve the request without losing the working context
An agent is responding to a customer, waiting on another team and preparing a call follow-up. Each activity needs to remain connected to the same service story.
- 01
Read
Review the active conversation and earlier customer history.
- 02
Capture
Complete the form, properties or handling checklist.
- 03
Collaborate
Use private notes, global notes and the appropriate handoff.
- 04
Respond
Review AI assistance and continue the customer conversation.
QUESTIONS & ANSWERS
What else should your team know?
Explore the details behind agent workspace.
Is Voz360 only a calling workspace?
No. The agent workspace is part of an omnichannel customer service application. It brings conversations, customer history, structured ticket work, collaboration, AI assistance and voice into the service process.
MAKE THE EVALUATION SPECIFIC
Explore the work an agent completes in one interaction.
Bring an agent task with a form, an internal note and a customer reply.