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The Contact Center workspace application is an agent-facing app in Dynamics 365 Contact Center that provides a powerful agent desktop with Copilot capabilities and collaboration tools across channels like live chat, SMS, voice, Microsoft Teams, and social channels. Contact Center workspace connects to your organization's customer relationship manager (CRM) solution to provide contextual knowledge and customer data to assist agents in resolving customer queries. As an agent, you can have simultaneous customer sessions within the app without losing the context of each session. You can also use Copilot within Contact Center workspace to ask questions pertaining to a case, removing the need to manually search across multiple knowledge sources.
You must have the Omnichannel Agent role.
The app is automatically installed in all the Dynamics 365 Contact Center organizations. You can sign in to Dynamics 365, and on the apps page, select Contact Center workspace.
Contact Center workspace allows agents to work on multiple sessions at a time in a single app while keeping the work organized.
The following table gives an overview of the multisession navigation:
Action | Result |
---|---|
Open a record from the Home session | Record opens in a new session. |
Open a record from the Global search | Record opens in a new session. |
Open a record from the retrieved search records | Record opens in a focused session. |
Open a record using the Quick Create notification | Record opens in a new session |
Create a new record | Record opens in a new session |
Open a record from the timeline | Record opens in a new tab in the focused session |
Open a record from a form lookup | Record opens in a new tab in the focused session |
Open a view from the Sitemap | View opens in a new tab in the focused session |
Open a dashboard from the Sitemap | Dashboard opens in a new tab in the focused session |
Use the resources in the following articles to learn how to use Contact Center workspace.
Events
Power BI DataViz World Championships
Feb 14, 4 PM - Mar 31, 4 PM
With 4 chances to enter, you could win a conference package and make it to the LIVE Grand Finale in Las Vegas
Learn moreTraining
Module
Get started with Dynamics 365 Contact Center - Training
Learn about getting started with Dynamics 365 Contact Center.
Certification
Microsoft Certified: Dynamics 365 Customer Service Functional Consultant Associate - Certifications
Improve business processes for customer service functions, such as automatic case creation and queue management with Microsoft Dynamics 365 Customer Service.