Workspace Settings Tab
Managing workspaces
Last updated
Managing workspaces
Last updated
A Workspace groups inboxes and defines the inbox priorities.
Managing workspaces requires the Power Agent role.
To manage workspaces in your current unit, click the Workspace Settings button. This will open the Workspace Settings tab.
The following diagrams depict the workspace settings tab:
To create or delete new workspaces, click on the context menu button [⋮] and select the desired action.
The table in this section lists the workspace inboxes and their priorities.
To add an inbox to the workspace, click on the Add Inboxes button and choose inboxes from the popup menu.
To remove an inbox from the workspace, click on the inbox's context menu [⋮] and click Remove From This Workspace.
To change the inboxes' order of appearance, use the drag handle to drag an inbox to its' desired position.
The inbox priority controls the order in which agents process cases.
When an agent clicks on the "Next" button on the agent console, a case is selected from all of the inboxes within that workspace. To determine which cases are handled first by the agents, different priorities can be assigned to each inbox.
If two or more inboxes have the same priority, Cubu will pick the case that is waiting for the longest. In case of an appointment, cases with the earliest appointment time have higher priority.
To change the inbox priority, click on the inbox's context menu button [⋮] and choose Edit Priorities to open the Workspace Inbox settings dialog.
"1" indicates the highest priority.
On this dialog, you configure the default inbox priority and optional "boosters".
Priority boosters allow you to handle an inbox with higher priority when some conditions are fulfilled. For example, if a long queue is building up in an inbox, you can boost its priority to speed up processing cases from this inbox.
You can boost inbox priority based on the following criteria:
Queue length: Boost the inbox priority if the number of cases with the Waiting status crosses a specified threshold.
Waiting time: Boost the inbox priority if cases are in the Waiting state longer than a specified period of time.
Assigned to me: You can give higher priority to an inbox if it contains cases that are specifically assigned to the agent.
For scenarios where you wish to view an inbox in your workspace but do not wish to call cases from this inbox automatically, set the inbox "Next Behavior" to Skip.
This is useful when you prefer to select the cases to work on from individual inboxes manually.
To control what happens when agents click Next, choose an option from the dropdown.
Next Behavior:
Auto: Resolve active cases, except when the channel is Chat.
Open in a new tab: Open the next case in a new tab.
Close active tabs: Resolve active cases and close tabs before opening a new case.
