Overview
Keep cases governed in queue with SLA/backlog visibility and assign them when policy and capacity permit.
Prerequisites
Permissions required
Steps (4)
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1
Create and classify the case
Persist the case and determine its queue, priority, routing context, and SLA before assignment.
Tips
Validation
Success criteria
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2
Keep the case in queue
Maintain queue backlog and unassigned operational state while every eligible agent is unavailable or at capacity.
Tips
Validation
Success criteria
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3
Apply communication and SLA policy
Use the configured communication, reminders, SLA attention, and escalation rules for the waiting case.
Tips
Validation
Success criteria
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4
Assign or pick up when eligible
Automatic assignment or manual pickup uses the current queue, skill, presence, capacity, and permission 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.