The agent workspace is where you manage employee requests from assignment through resolution. It brings together your case list, conversations, AI assistance, and collaboration tools in a single workspace.
This article introduces the workspace and helps you get started. For an overview of the Case Agent role, see Case agent overview.
Before you begin
To access the agent workspace, you need:
- The Case Agent role
- Membership in at least one case team
Your administrator assigns both in Case Setup.
If you can't access the workspace, contact your administrator to confirm your role and team membership.
Open the workspace
- Sign in to Applaud.
- Open Cases from the menu options.
When the workspace opens, you'll see three main areas:
- Views, which organize your work
- Case list showing the cases in the selected view
- Case detail, where you investigate and manage an individual case
Changes appear in real time, so new messages, status updates, and reassigned work appear automatically.
Understand the workspace
Views
Views help you organize your work.
Depending on your role and your organization's configuration, you may see:
- Favorite views
- Recently used views
- Your personal views
- Shared team or organization views
- Cases where you're collaborating
Selecting a view updates the case list to show only the matching cases.
Each view displays a live case count, including how many cases are approaching or have breached their service level.
As a Case Agent, you can create personal views to organize your own work. Case Managers and Case Administrators can create shared views for teams or the entire organization.
To learn how to create and manage personal views, see Create a personal view.
Case list
The case list displays the cases in the selected view.
From the list, you can:
- Search for cases
- Filter results
- Open a case
- Review key information, such as status, priority, requester, and service-level indicators
Case detail
Selecting a case opens the case detail view.
From here, you can:
- Review the conversation
- Review the case plan
- Review analytics
- Send public updates
- Add internal notes
- Use AI Insights and Ask AI
- View case information and participants
Your first steps
When you first start using the workspace:
- Confirm you can access your team's views.
- Open a case assigned to you.
- Review the conversation and AI Insights.
- Familiarize yourself with the case information and collaboration tools.
Once you're comfortable navigating the workspace, you're ready to begin working cases.