Adding a Workzone

There are two ways to add a new workzone.

From the Desktop

In the Desktop Designer, click Create workzone to automatically create a workzone for your desktop.

This workzone will have the same name as the desktop, and it will be associated with the desktop.

You won’t have the option to configure any of the workzone’s details, so to set up a CTI solution, activate the Worklist Engine, or anything like that, you’ll have to go into the Workzone Editor and edit the workzone that was automatically created.

From the Workzone Editor

You can also add a new workzone from the Workzone Editor. To do this, follow these steps:

  1. In the list of workzones, click Add.
  2. In the Name box, type a name for the workzone.
  3. In the Universe dropdown, select the universe to which this workzone should be added.
  4. Click Save.

You’ll then be shown the workzone’s full configuration options. Each field has help text, which explains what it does, but there are some additional notes below.

Once you have configured the workzone as you require, click Save.

CTI

For information on configuring a workzone for a particular CTI solution, see Channels.

Reserve agents for inbound calls

Before you enable Reserve agents for inbound calls, consider whether you want all agent groups to be available to handle inbound calls, or only certain groups. For example, a group of agents in training might not be skilled enough yet to handle inbound calls.

  • If it's okay for agents in any group to be reserved for inbound calls, go to the section How to Set Reserve Agents.

  • If you need to specify only one or some agent groups to be part of the reserve list, continue to the next section, Reserve Agents from Specific Groups.

Reserve Agents from Specific Groups

To exclude agents in certain agent groups from being reserved, you need to create a standard workzone for those groups, and then create a separate workzone for the groups that will be reserved.

In each workzone, use the Show workzone to all users? setting in the Workzone Editor to choose the groups that will log on to the workzone.

For the workzone that you want to reserve agents in, follow the guidance below in How to Set Reserve Agents.

How to Set Reserve Agents

For Reserve agents for inbound calls, choose Yes.

For Number of agents to reserve, enter a number, such as 2.

CRM

For information on configuring a workzone to work with Salesforce, see Salesforce.

Show workzone to all users?

To restrict the workzone only to agents in a particular agent group (or groups), set Show workzone to all users? to No. Section Agent Group Allocation then appears.

Under Unallocated items, select the agent group (or groups) that should be able to access the workzone, and then click Add.