Universal Request in Agent Workspaces

Use Universal Request in Agent Workspaces to create, view, and work on the universal request.

Using Universal Request in the Agent Workspaces allows agents to:

• Create universal request
• Manage and triage universal request
• Assign and route the universal requests to the appropriate department

Agents can view all universal requests in a list view based on the states, such as new, in progress, or closed along with the primary task association.

For information on additional actions that agents can perform in Agent Workspace, see the following

• Create a Universal Request from an Interaction Record
• Transfer primary ticket in Agent Workspaces

Get started

• Exploring Universal Request in Agent Workspaces
  Learn to create universal requests and understand how user requests are resolved in the Universal Request in the Agent Workspaces.
• Setting up Universal Request in Agent Workspaces
  Activate Universal Request in agent workspace and set up roles for performing the tasks.
• Using Universal Request in Agent Workspaces
  As a Routing Agent, use the Universal Request in Agent Workspaces to view, create, edit and resolve universal requests.

Parent Topic:Universal Request