TheZendesk Agent Workspaceis your interface to handle customer contacts and associated work.

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Add-on Contact Center

Summary: ◀▼

You can access the call console and ticket call controls to manage customer calls. Configure voice preferences like phone type, microphone, speaker, ringtone, and auto-close missed calls to keep your workspace organized. You can also access the Amazon Connect agent workspace for additional contact handling. These features help you manage voice interactions and settings effectively within your support environment.

The Zendesk Agent Workspace is your interface to handle customer contacts and associated work.

This article contains the following topics:

  • Understanding Contact Center system requirements
  • Accessing the call console
  • Accessing ticket call controls
  • Configuring voice preferences
  • Accessing the Connect agent workspace
Related articles:
  • Documentation resources for the Zendesk Agent Workspace

Understanding Contact Center system requirements

Zendesk has base system requirements on operating systems, memory, network bandwidth, and supported browsers as detailed in Zendesk system requirements. Given that Amazon Connect doesn’t support Safari, the supported browsers for Contact Center are the latest 2 versions of Chrome, Edge, and Firefox.

As an agent, you must also follow Amazon’s Agent headset and workstation requirements for using Contact Control Panel (CCP).

Accessing the call console

To access the call console

  • Click the Contact Center icon () on the topbar.

    You can use the dialpad to make a call.

Accessing ticket call controls

To access the call controls in the ticket

  • Access the controls at the top of the ticket.

Configuring voice preferences

To configure agent settings

  1. Click your profile icon on the top right.

  2. Click Manage profile.

  3. Click the Voice preferences tab.

  4. Configure the following settings:

    • General settings

      • Select a phone type

      • Automatically close missed calls

      • Automatically close missed or abandoned call sessions to keep agent workspaces organised and focused on active customer interactions.

    • Audio settings

      • Microphone device

      • Speaker

      • Ringtone

      • Ringtone volume

Accessing the Connect agent workspace

You might want to access your Amazon Connect Customer workspace.

To access your Amazon Connect Agent Workspace, navigate to:

https://<Your zendesk subdomain>.my.connect.aws/contact-handling.

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