Overview
Send governed operational work to a configured provider and synchronize result state back into the Agent Desk case.
Prerequisites
- A provider advertising INTERNAL_WORK
Permissions required
Steps (4)
-
1
Identify the required operational work
Define the work that must be performed outside the case while keeping the case reference and required context.
Tips
Validation
Success criteria
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2
Create or synchronize linked work
Dispatch the governed INTERNAL_WORK request with the case/source references and provider connection.
Tips
Validation
Success criteria
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3
Track the case while work is active
Use internal-work links, case work items, provider requests, and the AWAITING_INTERNAL_WORK lifecycle state as appropriate.
Tips
Validation
Success criteria
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4
Receive and review the provider result
Process completion, cancellation, failure, or outcome state back into Agent Desk and continue the service case.
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.