CSM Configurable Workspace features

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of CSM Configurable Workspace features

    CSM Configurable Workspace in the Yokohama release offers a comprehensive interface designed to help customer service agents efficiently assist customers and resolve cases. The workspace includes landing pages, configurable form headers, action-oriented form features, and a form ribbon with key case details, all aimed at streamlining the agent’s workflow.

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    CSM Configurable Workspace Interface Features

    • Landing Pages: Provide agents with an overview of new, assigned, high priority cases, and group-assigned cases for effective case management.
    • Form Headers: Configurable headers display primary and secondary key values to give agents instant context on cases.
    • Form Features: Include agent actions, account hierarchy, special handling notes, related lists, and Agent Assist to enhance case resolution capabilities.
    • Form Ribbon and Components: Offer quick access to case details such as contact/consumer summaries, timelines, and SLA information, enabling faster decision-making.

    Additional Features

    Several advanced capabilities complement the core workspace to further empower agents and improve operational efficiency:

    • Advanced Work Assignment (AWA): Automates work assignment based on agent availability, capacity, and skills to optimize workload distribution.
    • Chat Summarization: Automatically generates summaries of chat conversations, helping agents quickly review interactions.
    • Workforce Optimization: Supports routing, skill and schedule management, and performance monitoring to maintain productivity.
    • Customer Central: Consolidates all customer information in one place, enabling agents to quickly understand issues and provide efficient service.
    • Customer Service Case Types: Define processes and data requirements for different issue types, ensuring consistent and relevant handling.
    • Proactive Customer Service Operations: Tracks digital service usage and proactively creates cases for service disruptions to minimize impact.
    • Playbooks: Provide step-by-step guidance for resolving specific case types, standardizing agent responses.
    • Guided Decisions: Help agents troubleshoot complex cases using a structured decision-making process for faster resolution.
    • Lookup and Verify: Allows quick retrieval of contact or consumer records using multiple identifiers, improving data accuracy and speed.
    • Case Action Status: Highlights cases requiring attention, enabling agents to prioritize effectively.
    • Estimated Time to Resolve (ETTR): Uses machine learning to predict case resolution time based on attributes like description, category, and priority, aiding workload planning.

    Agents can use several different features available in CSM Configurable Workspace to assist customers and resolve cases.

    CSM Configurable Workspace interface features

    Use these topics to get an overview of the CSM Configurable Workspace interface, landing pages, and forms.
    Table 1. Overview of CSM Configurable Workspace features
    Feature overview Description
    CSM workspace landing pages Provides customer service agents with an overview of their new, assigned, and high priority cases, plus the cases assigned to their groups.
    CSM workspace form headers Provides an overview of configurable form headers, the primary and secondary values included in the headers, and where this information appears.
    CSM workspace form features Provides an overview of agent actions, account hierarchy, special handling notes, related lists, and Agent Assist.
    CSM workspace form ribbon and components Provides agents with a quick overview of the case details. Components in the form ribbon display relevant information about the case, including a contact or consumer summary, a timeline, and SLA details.

    Additional features

    A number of additional features are available for use with CSM Configurable Workspace.
    Table 2. Additional features for CSM Configurable Workspace
    Feature Description
    AWA for CSM Use Advanced Work Assignment (AWA) to automatically assign work items to agents based on their availability, capacity, and skills.
    Chat summarization Use chat summarization to automatically create summaries of chat conversations.
    Workforce Optimization for Customer Service Use Workforce Optimization to manage and maintain the productivity of your workforce. Efficiently route work to your team, manage your team's skills and schedules, and monitor their performance.
    Customer Central Use Customer Central to provide agents with all of the information about a customer in one central location. This feature enables agents to quickly zoom in on the customer issue and provide efficient and supportive service.
    Customer Service Case Types Use case types to handle different types of customer issues. A case type identifies the processes and the data needed to resolve a specific type of issue, such as a lost or missing credit card.
    Proactive Customer Service Operations Use this feature to track the digital services used by your customers and to proactively create cases for service disruptions.
    Playbooks for Customer Service Management Use playbooks to provide step-by-step guidance for completing the tasks needed to resolve specific types of customer service cases.
    Guided Decisions for Customer Service Management Use guided decisions to resolve complex cases faster and more efficiently by guiding customer service agents through a structured troubleshooting process.
    Lookup and verify Use this feature to enable agents to quickly look up contacts or consumers using information such as the name, phone number, or record number.
    Case action status Use the case action status feature so that agents can easily identify cases that need attention.
    Estimated time to resolve a case Use machine learning to predict the estimated time to resolve a case (ETTR) based on case attributes such as the short description, category, priority, and assignment group.