Workspaces
Workspaces let you separate interactions by department, brand, or business unit. When a channel belongs to a workspace, all calls, chats, or emails from that channel are grouped together for reporting, evaluation, and goal tracking.
This separation is useful when different parts of your organization have different quality standards, evaluation criteria, or performance targets. For example, your Sales team might focus on conversion metrics while your Support team prioritizes resolution time and customer satisfaction.
Creating a workspace
Section titled “Creating a workspace”Navigate to Settings > Workspaces and click New Workspace. Enter a clear name that describes the department or function, such as “Technical Support” or “Inbound Sales.” The workspace is created immediately and you can begin assigning channels.
Assigning channels
Section titled “Assigning channels”Channels determine which interactions belong to a workspace. Each channel can only belong to one workspace at a time.
To assign a channel, open the workspace settings and use the Assign channel dropdown. Select from available channels that are not currently assigned elsewhere. Once assigned, all new interactions from that channel will be associated with this workspace for filtering, reporting, and evaluation purposes.
If you need to move a channel to a different workspace, first unassign it from its current workspace. The channel then becomes available to assign elsewhere. Removing a channel from a workspace does not delete the channel or remove existing interactions. Those interactions remain in your data but will be filtered out of workspace-specific views going forward.
Channels assigned to a workspace will use that workspace’s scorecards for evaluations and that workspace’s goal thresholds for performance tracking. This lets you apply different quality standards to different parts of your organization.
Managing scorecards
Section titled “Managing scorecards”Scorecards assigned to a workspace are used to evaluate interactions from that workspace’s channels. You can add existing scorecards or create new ones directly from the workspace.
When you add a scorecard to a workspace, it becomes available for evaluations on interactions from that workspace’s channels. Scorecards can be shared across multiple workspaces if you have consistent evaluation criteria, or they can be workspace-specific for unique requirements.
Removing a scorecard from a workspace makes it available to be used on any interaction.
Workspace goals
Section titled “Workspace goals”Workspaces inherit goal thresholds from your organization defaults, but you can override specific metrics at the workspace level. This is useful when different departments have different performance expectations.
For example, your organization might set a default handle time target of five minutes, but your Technical Support workspace might need eight minutes for complex troubleshooting. Set the override in the workspace goals section, or clear the value to fall back to the organization default.
Deleting workspaces
Section titled “Deleting workspaces”To remove a workspace, open its settings and select Delete from the actions menu. You will need to confirm this action as it cannot be undone.
Deleting a workspace archives its scorecards and returns channels to an unassigned state. Those channels will no longer be associated with any workspace until you assign them elsewhere. Existing interactions remain in your data and can still be found through Explore, but they will no longer filter into workspace-specific reports or evaluations.