Use the Contact Center workspace
The Contact Center workspace application is a customer service representative facing app in Dynamics 365 Contact Center. It provides a powerful agent desktop with Copilot capabilities and collaboration tools across channels, such as live chat, text, voice, Microsoft Teams, and social channels. Contact Center workspace connects to your organization's CRM solution to provide contextual knowledge and customer data to assist agents in resolving customer queries.
Agents can manage multiple customer interactions concurrently in the app to maintain the context of each conversation. Copilot's integration in the workspace allows agents to address case-related queries without needing to manually search across different information sources.
This app is a standard feature in all Dynamics 365 Contact Center organizations. To access the app, sign in to Dynamics 365, go to the apps page, and then select Contact Center workspace. To use the app, you must have the Omnichannel Agent role.
Contact Center workspace is designed for multitasking. It helps agents handle several sessions simultaneously in a single application, which ensures organization and efficiency.
Other key capabilities of the Contact Center workspace app include:
Agents have the capacity to manage up to nine sessions, with the ability to open as many as 10 tabs in a session.
A session initiates when an agent starts a new case from the Home session or engages in an incoming conversation.
Opening a customer record in a session launches a new tab in that same session.
The hamburger icon serves as a gateway to the site map.
Selecting a page from the site map loads it in the active session, keeping the workflow streamlined.
See the resources in the following articles to learn how to use Contact Center workspace: