> For the complete documentation index, see [llms.txt](https://docs.cubu.com/guides/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://docs.cubu.com/guides/user-tools/agent-console/agent-console-basics.md).
# Agent Console Basics
{% hint style="info" %}
Using the agent console requires the **Agent** or **Power Agent** roles.
{% endhint %}
The **Agent Console** is the primary tool for managing and processing cases in your inboxes.
A case represents a customer, an appointment, or an issue that needs to be resolved. Inboxes contain the cases to be processed.
## Selecting Your Current Unit
Before you can use this tool, you need to choose your **current organizational unit**.
{% content-ref url="/spaces/8vfRpZGqpk7N0egaXMQ8/pages/wKraXf70OgOmae3U5ULI" %}
[Selecting Your Current Unit](/guides/user-tools/general-tasks/selecting-your-current-unit.md)
{% endcontent-ref %}
## Elements of the Agent Console
The Agent Console Elements
### Workspace & Inboxes
It is a common practice to assign agents to **multiple inboxes**. This is achieved by creating a **Workspace** in the Agent Console and adding inboxes to that workspace.
A workspace is automatically selected when you enter the Agent Console. The inboxes you are processing are listed on the top left-hand side of the tool.
### The Next Button
To call a case from your inboxes, click the "Next" button.
Cubu will select a case from the inboxes in your current workspace based on its priority, position in the queue, and the amount of time it has been waiting.
Once selected, a new Case Tab will open, displaying all the relevant case details.
Learn more:
{% content-ref url="/spaces/8vfRpZGqpk7N0egaXMQ8/pages/CMq3c7MyXiVo8ao5H9Qa" %}
[Processing Cases](/guides/user-tools/agent-console/processing-cases.md)
{% endcontent-ref %}
### My Active & Assigned Cases
The My Cases panel lists Active and Assigned cases.
#### Active Cases
Active cases are the cases you are currently serving. A case becomes active when you start service (by clicking **Next** on the console, inbox, or **Start** from the case's context menu.
#### Assigned Cases
When a case is assigned to an agent, it means that the agent is responsible for processing that case. Only the assigned agent can serve the case, and other users who are working on the same inbox will not be able to access it.
Agents have the ability to assign cases to themselves, while **Power Agents** can assign cases to other agents as well.
### Workstations
In face-to-face service scenarios, we often want to direct customers to the agent who called them. To achieve that, agents need to specify their current workstation.
To select your current workstation, click on the **My Workstations** button to open the My Workstations dialog.
My Workstations Button
The dialog lists the available workstations and the agents currently occupying them. Choose your current workstation. When you finish your work, remember to **vacate** the workstation.
My Workstations Dialog
{% hint style="info" %}
**Power Agents** are allowed to vacate other users from their workstations.
{% endhint %}
#### Using Multiple Workstations
Cubu allows for scenarios where a single agent provides service in multiple workstations. For instance, a doctor may need to move between two examination rooms.
In such cases, when you select multiple workstations, the behavior of the Next and Start buttons changes. Once you click on the button, you will need to choose where to start processing the case, as shown in the screenshot below:
Using Multiple Workstations
### Working Area
The working area is organized into tabs. The console supports the following tab types:
#### Case Tabs
Provide detailed case information and provide tools for editing, processing, and resolving the case.
To open a case tab, call a case using the Next button, create a new case in an inbox, click a case in the My Cases panel, or double-click a case in the inbox tab case list.
You can open multiple case tabs.
Learn more:
{% content-ref url="/spaces/8vfRpZGqpk7N0egaXMQ8/pages/yYq1Mx5PeMmX6QwnWJ0j" %}
[The Case Tab](/guides/user-tools/agent-console/the-case-tab.md)
{% endcontent-ref %}
#### Inbox Tab
The inbox tan lists the cases currently in the inbox and allows you to create new cases and perform case-related tasks.
Learn more:
{% content-ref url="/spaces/8vfRpZGqpk7N0egaXMQ8/pages/Yotai5r0gx3KGxbE6b8N" %}
[The Inbox Tab](/guides/user-tools/agent-console/the-inbox-tab.md)
{% endcontent-ref %}
#### Workspaces Settings Tab
Click on the Workspace Settings button to show this tab where you can manage and edit workspaces: create and delete workspaces, add and remove inboxes to a workspace, and configure inbox priorities.
Learn more:
{% content-ref url="/spaces/8vfRpZGqpk7N0egaXMQ8/pages/8DhnKnGlCHlXcmp2xnq6" %}
[Workspace Settings Tab](/guides/user-tools/agent-console/workspace-settings-tab.md)
{% endcontent-ref %}
---
# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.
## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation dynamically by asking a question.
Perform an HTTP GET request on the current page URL with the `ask` query parameter:
```
GET https://docs.cubu.com/guides/user-tools/agent-console/agent-console-basics.md?ask=
```
The question should be specific, self-contained, and written in natural language.
The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.
Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.