Overview
Control which agents can receive work and how routing considers their current operational state and workload.
Prerequisites
Permissions required
Steps (4)
-
1
Configure operational profiles
Define agent operational profile, presence behavior, skills, and queue eligibility.
Tips
Validation
Success criteria
-
2
Set capacity rules
Configure capacity profiles and weights for the service workload.
Tips
Validation
Success criteria
-
3
Apply live workload state
Agent Desk combines runtime presence, active workload, eligibility, and configured capacity during routing.
Tips
Validation
Success criteria
-
4
Route waiting cases as capacity changes
Assignment workers and manual pickup operate against the current eligible queue and agent state.
Tips
Validation
Success criteria
About this guide
Agent Desk is a complete service-operations workspace for customer and internal support. Requests can enter from staff, customer portals, trusted applications, APIs, governed workspace calls, Bridge v2 connections, events, and configured inbound providers.
Agents work from permission-aware queues with skills, presence, capacity, assignment, priority, SLA, requester identity, live business context, customer conversation, internal notes, attachments, approvals, related work, source-authorized actions, and a complete case timeline.
Supervisors and operations teams manage queues, routing, service levels, problems and incidents, knowledge, quality, workforce, reports, integrations, automations, retention, audit, and enterprise identity from the same application. Connected systems integrate through capability-based provider contracts so each source application can remain authoritative for its own business data while Agent Desk owns service operations.