Accessing the Contact Center agent interface and configuring voice preferences

TheZendesk Agent Workspaceis your interface to handle customer contacts and associated work.


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Add-on

Contact Center







Summary: ◀▼
You can access the call console and ticket call controls to manage customer calls. Configure voice preferences like phone type, microphone, speaker, ringtone, and auto-close missed calls to keep your workspace organized. You can also access the Amazon Connect agent workspace for additional contact handling. These features help you manage voice interactions and settings effectively within your support environment.




The Zendesk Agent Workspace is your interface to
handle customer contacts and associated work.
This article contains the following topics:

Understanding Contact Center system requirements
Accessing the call console
Accessing ticket call controls
Configuring voice preferences
Accessing the Connect agent workspace

Related articles:
Documentation resources for the Zendesk Agent
Workspace




Understanding Contact Center system requirements



Zendesk has base system requirements on operating systems, memory, network
bandwidth, and supported browsers as detailed in Zendesk system requirements. Given
that Amazon Connect doesn’t support Safari, the
supported browsers for Contact Center are the latest 2 versions of Chrome,
Edge, and Firefox.
As an agent, you must also follow Amazon’s Agent headset and workstation requirements
for using Contact Control Panel (CCP).




Accessing the call console

To access the call console

Click the Contact Center icon ( ) on the topbar.
You can use the dialpad to make a call. For more information, see Making outbound calls in Contact
Center.






Accessing ticket call controls

When you're on a call, you can access the call controls for the ongoing call at the
top of the associated ticket.
To access the call controls in the ticket


Access the controls at the top of the ticket.






Configuring voice preferences

To configure agent settings


Click your profile icon on the top right.


Click Manage profile.


Click the Voice preferences tab.


Configure the following settings:


General settings


Select a phone type


Automatically close missed calls


Automatically close missed or abandoned call sessions to keep
agent workspaces organised and focused on active customer
interactions.




Audio settings


Microphone device


Speaker


Ringtone


Ringtone volume










Accessing the Connect agent workspace

You might want to access your Amazon Connect Customer workspace.
To access your Amazon Connect Agent Workspace, navigate to:
https://<Your zendesk
subdomain>.my.connect.aws/contact-handling.


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