Use Agent Workspace Premium (Desk) in Agent

This page is for agents. If you're an administrator, learn about Agent Workspace Premium (Desk) for administrators. For more information about Agent Workspace Premium (Desk), see the Agent Workspace Premium (Desk) Agent Guide .

NiCE CXone Agent Workspace Premium (Desk) is a unified, omnichannel workspace that consolidates customer interactions The full conversation with an agent through a channel. For example, an interaction can be a voice call, email, chat, or social media conversation., data, and workflows into one seamless interface. From a single view, you can access customer records, manage accounts, create and resolve tickets, follow guided scripts, and complete assigned tasks—all without leaving NiCE CXone Agent Workspace (Agent).

Features and Functionality

Customer Management

Agent Workspace Premium (Desk) makes it easy to view and update all customer information in one place. You can:

• View customer profile information, such as name, customer ID, and customer information, in the Overview tab.

  AI-generated resolution summaries and ticket summaries are available in Agent Workspace Premium (Desk). They provide you with context about each ticket and why it was resolved. Ticket summaries update in real time. Resolution summaries are generated when you close tickets.

  When your administrator enables these summaries, they appear in the Overview tab in Agent Workspace Premium (Desk).

• Review extended customer fields in the Detail tab for deeper insight.

• See all phone numbers and email addresses associated with the customer in the Directory tab.

• Review full Interaction History across channels to understand previous engagements.

• Add or edit Notes on a customer record to capture key context or follow-up details.

• View CRM Third-party systems that manage such things as contacts, sales information, support details, and case histories. records on the External Data tab. On this tab, the Current Interaction section displays the open CRM record with information about the contact The person interacting with an agent, IVR, or bot in your contact center.. The Related Interactions section displays CRM records from past interactions with the contact. It may also display records for related contacts. This can include contacts in the same household or account.

  This tab is only available if your administrator has connected a CRM, such as Salesforce or Microsoft Dynamics, to Agent Workspace (Agent).

• Create Actions (reminders or follow-ups) linked to specific customers to ensure next steps are tracked.

Accounts

You can view and interact with Account records that represent organizations, households, or businesses associated with customers. You can:

• Open account profiles to view account details, related customers, and associated tickets.

• Add or view account-level notes.

• Create or link tickets directly from an account.

• Review historical interactions for all customers linked to the account.

Ticketing

The Ticketing workspace allows you to manage customer issues and service requests. You can:

• Create new tickets or update existing ones directly from a customer or account record.

• Link tickets to customers or accounts for complete traceability.

• Comment on, assign, or change the status of a ticket.

• View Forms used to collect structured information from customers.

• Access Recently Viewed tickets for quick reference.

• Track ticket progress from creation through resolution to ensure timely follow-up.

Tasks and Reminders

You can view and manage all assigned activities in one place. You can:

• Review tasks with their associated due dates, statuses, and subjects.

• Create reminders tied to customers or tickets for future action.

Agent Scripting

Agent Scripting provides guided workflows that help you handle customer interactions consistently. You can:

• Follow step-by-step questions or decision paths for voice calls.

• Capture data or complete actions as prompted by the Agent script.

• View contextual information that updates dynamically based on your responses or associated customer data.

Additional Agent Workspace Premium (Desk) Components

Agent Workspace Premium (Desk) may include additional panels or widgets depending on your configuration:

• Home: Search for customers, accounts, or tickets directly from the main Agent Workspace Premium (Desk) workspace.

• External App: Open external web applications or pages within the Agent Workspace Premium (Desk) interface.

• HTML Panel: View custom content, such as instructions, announcements, or dashboards.

• Image Panel: Display banners or visual assets relevant to campaigns or announcements.

• Call Details: If your organization uses Outbound Engagement (SmartReach), click Call Details to view skills, contact, and campaign data from Outbound Engagement (SmartReach) campaign calls.

Agent Experience Summary

With Agent Workspace Premium (Desk), you can:

• Access all customer, account, and ticket information in one interface.

• Capture notes, create tasks, and manage follow-ups without switching systems.

• Follow consistent workflows through Agent Scripting for higher accuracy and compliance.

• Stay productive with integrated search, external tools, and contextual panels designed to streamline daily work.