Set Up Custom Workspaces in CXone Agent Embedded

Custom workspaces display websites to agents. If the agent has CXone Agent Embedded expanded, custom workspaces appear inside the agent application. If the agent has CXone Agent Embedded minimized, custom workspaces open in a new window.

A custom workspace. The Custom Workspace icon (a computer monitor) is clicked, and a website appears inside the agent app.

Custom workspaces are configured for your tenantClosed High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. All agents see the same ones. You can configure up to three custom workspaces.

  1. Click the app selector and select ACD.
  2. Go to ACD Configuration > Business Units.
  3. In the Details tab, click Edit. Scroll down to the Agent Settings section and locate the Custom Workspaces (up to 3) field.
  4. Click Add Custom Workspace URL.
  5. In the Label field, enter a display name for the link that you want agents to see in CXone Agent Embedded.
  6. In the URL field, enter or paste the address you want the workspace to open.
  7. Click Preview Icon of a webpage with a magnifying glass. to test the URL.
  8. Scroll to the top and click Done.