Overview
Define response and resolution commitments, calendar behavior, pause rules, service contracts, entitlements, and escalation policy.
Prerequisites
Permissions required
Steps (4)
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1
Define business calendars
Configure calendars, business hours, and holidays used by service-level calculations.
Tips
Validation
Success criteria
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2
Configure policies and entitlements
Set SLA policies, service contracts, entitlement scope, priorities, first/next response, and target resolution commitments.
Tips
Validation
Success criteria
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3
Define pause behavior
Configure pause rules and lifecycle behavior for waiting states such as AWAITING_CUSTOMER.
Tips
Validation
Success criteria
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4
Configure attention and escalation
Use at-risk/breached views, escalation rules, actions, and manual escalation for SLA-sensitive work.
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.