Agent Workspace Premium (Desk)

This page is for administrators. If you're an agent, learn about using Agent Workspace Premium (Desk) in NiCE CXone Agent Workspace (Agent). For more information about Agent Workspace Premium (Desk) administration, see the Agent Workspace Premium (Desk) Admin Guide Box with arrow indicating navigation to external site..

NiCE CXone Agent Workspace Premium (Desk) is a flexible, customizable workspace framework that enables you to design and configure the Agent Workspace Premium (Desk) experience within NiCE CXone Agent Workspace (Agent). It centralizes customer data, interactions, tickets, and workflows into a single interface—allowing you to tailor the layout, components, and behavior of Agent Workspace Premium (Desk) to meet your organization’s specific business processes.

As an administrator, you can configure Agent Workspace Premium (Desk) to improve agent efficiency, ensure workflow consistency, and integrate external data sources through APIs and automation. You can configure Agent Workspace Premium (Desk) inside NiCE CXone. Click the app selector icon of app selector and select Customer Engagement > Desk. You can configure one Agent Workspace Premium (Desk) layout per tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system..

Before you can use Agent Workspace Premium (Desk), your NiCE CXone system must meet these requirements:

Agent Workspace Premium (Desk) follows WCAG 2.2 AA standards.

The Agent Workspace Premium (Desk) Admin Guide Box with arrow indicating navigation to external site. contains more information.

Key Components

Designer

The Designer application is the core tool for configuring Agent Workspace Premium (Desk). It enables you to:

  • Design the layout and structure of the Agent Workspace Premium (Desk) workspace.

  • Embed and configure components such as Customer Manager, Ticketing, Agent Scripting, and Accounts.

  • Define the visual hierarchy of tabs and components.

  • Adjust properties (headers, positions, display logic) for each element.

  • Preview designs before publishing them to agents.

Each Agent Workspace Premium (Desk) within the Designer includes:

  • Design: Arrange and organize components and define their placement on the page.

  • Properties: Configure each element’s attributes, such as label and positioning.

  • Events: Define triggers that determine system or agent-driven behavior (for example: pop a URL based on a call event).

  • Preview: Review the final design to verify functionality and layout before deployment.

Director

Director enables automation and workflow control within Agent Workspace Premium (Desk). You can configure Director to:

  • Trigger actions based on agent or system events (for example: API calls, loading a component, or agent save events).

  • Define event-driven logic that connects Agent Workspace Premium (Desk) components or integrates with external systems.

  • Automate repetitive actions to streamline agent experience and enforce process consistency.

Forms

The Forms tool enables you to create and manage data collection templates that agents can use within Agent Workspace Premium (Desk). You can:

  • Define custom forms for capturing customer or ticket information.

  • Embed forms within customers, tickets, or accounts workflows to standardize data entry.

Scripter

Scripter allows administrators to create guided workflows for agents to follow during interactions. Capabilities include:

  • Designing step-by-step scripts that guide agents through tasks such as data collection, verification, or compliance.

  • Using branching logic, conditional questions, and contextual workflows.

  • Embedding third-party applications or web content via iFrames.

  • Calling APIs to retrieve or update external data in real time.

Theme

The Theme module controls the look and feel of Agent Workspace Premium (Desk). You can:

  • Apply a consistent set of visual styles across components.

  • Customize colors, typography, and interface elements (buttons, headers, and so on).

  • Ensure a branded and accessible visual experience for agents.

Image Library

The Image Library provides a centralized repository for all visual assets used in Agent Workspace Premium (Desk). You can:

  • Upload and manage images for use in scripts, banners, or HTML components.

  • Reference image assets directly within the Designer or Scripter components.

Admin Experience Summary

Agent Workspace Premium (Desk) equips administrators with the tools to design, automate, and optimize the Agent Workspace Premium (Desk) workspace. By configuring Agent Workspace Premium (Desk) components—such as Designer, Director, Scripter, and Forms—you can create a seamless, data-driven, and intuitive environment that enhances both agent performance and the overall customer experience.

Agent Workspace Premium (Desk) requires the purchase of an additional license.

Set Up AI Resolutions and Ticket Summaries

AI-generated resolutions and ticket summaries are available in Agent Workspace Premium (Desk). They provide agents with context about tickets and why they are resolved. By default, AI summaries are available for all tickets. You can limit where and when they are triggered.

Set Up AI Resolutions

AI-generated resolutions summarize the ticket for easy future reference. Agent Workspace Premium (Desk) generates them when the following requirements are met:

  • The ticket description and comments contain 300 characters or more.

  • The ticket's status has been set to closed.

  1. Contact your Account Representative to enable this feature for your NiCE CXone tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system..

  2. In NiCE CXone, click the app selector and select Customer Engagement > Desk.

  3. In the left menu, click Designer > AI Tasks.

  4. Click Add.

  5. Enable Active.

  6. Enter a Name and Description for this AI task.

  7. Click the Design tab.

  8. In the AI Trigger drop-down, select [field value].

  9. In the Task Function drop-down, select [field value].

  10. In the With Properties section, set filters to limit the types of tickets Agent Workspace Premium (Desk) generates resolutions for. Select And or Or filtering logic, then configure the field, operator, and value. For example, if you set Type Equal To Bug, resolutions are only generated for tickets that are bugs. Click Add rule to add another filter. Click Add group to add a separate group of filters with separate And/Or logic.

  11. Click Save at the top.

Set Up Ticket Summaries

AI-generated ticket summaries keep agents up-to-date with the latest information about the ticket. They update each time the ticket is updated. In order for Agent Workspace Premium (Desk) to generate ticket summaries, the following requirements must be met:

  • The ticket description and comments must contain 300 characters or more.

  • The agent manually requests the ticket summary.

  1. Contact your Account Representative to enable this feature for your NiCE CXone tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your NiCE CXone system..

  2. In NiCE CXone, click the app selector and select Customer Engagement > Desk.

  3. In the left menu, click Designer > AI Tasks.

  4. Click Add.

  5. Enable Active.

  6. Enter a Name and Description for this AI task.

  7. Click the Design tab.

  8. In the AI Trigger drop-down, select On Update Ticket.

  9. In the Task Function drop-down, select Create Summary.

  10. In the With Properties section, set filters to limit the types of tickets Agent Workspace Premium (Desk) generates summaries for. Select And or Or filtering logic, then configure the filter field, operator, and value. For example, if you set Type Equal To Bug, summaries are only generated for tickets that are bugs. Click Add rule to add another filter. Click Add group to add a separate group of filters with separate And/Or logic.

  11. Click Save at the top.

Configure Outbound Engagement (SmartReach) Call Details

You can display information related to Outbound Engagement (SmartReach) campaign calls inside Agent Workspace Advanced (Enhanced Customer Card). Agents can click Call Details to see information such as skills, contact, and campaign data from Outbound Engagement (SmartReach) campaign calls.

  1. In NiCE CXone, click the app selector and select Customer Engagement > Desk.

  2. In the left menu, click Designer > Call Details.

  3. Click Add.

  4. Enter a Name and Description for this Call Details configuration.

  5. Select the Outbound Engagement (SmartReach) Skills to assign.

  6. In Call Type, select Inbound/Outbound or Preview.

  7. On the Design tab, click Add Fields. Select the Outbound Engagement (SmartReach) information you want to display to agents.

  8. Click Save.

  9. Add Call Details to your Agent Workspace Advanced (Enhanced Customer Card) layout.

    1. Click Designer Builder in the left menu.

    2. Select the Call Details checkbox in the configuration menu.

    3. Click Save.

Map Customer Manager Attributes to Case Custom Fields

You can map customer manager attributes in Agent Workspace Premium (Desk) to case custom fields in Digital Experience (DX). When agents use click-to-email or click-to-text, the system passes the mapped attributes to the appropriate custom fields. Mappings are configured per layout.

  1. If you haven't already, create case custom fields.

  2. In NiCE CXone, click the app selector and select Customer Engagement > Desk.

  3. In the left menu, click Designer > Designer Builder.

  4. Select the layout you want to configure field mapping for.

  5. Click Settings.

  6. Expand the Digital Case Custom Field Mapping section.

  7. Click Add Mapping.

  8. Enter the name of the Customer Manager Field you want to pass data from.

  9. Enter the name of the corresponding Digital Case Custom Field to receive the data.

  10. Repeat for each field you want to map.

  11. Click Save.