Dialogue Workspace

Introduced with Dialogue Cloud Neo (Arnhem)

Dialogue Workspace is a real-time Agent/Supervisor view designed to help you monitor contact center activity, identify operational issues quickly, and take action with confidence.

Dialogue Workspace uses the same underlying real-time data as Dialogue Insights, but presents it in a layout optimized for day-to-day supervision.

Access Dialogue Workspace

If you cannot access Dialogue Workspace or cannot find your contact center, contact your company's contact center administrator first.

Open the regional URL for your tenant:

Dashboards

  • Dialogue Workspace - Overview — A real-time snapshot of performance, queue conditions, agent presence, and call volume trends.

  • Workspace - Skills — Monitor queue health per skill, including SLA, waiting, longest wait time, and coverage.

  • Dialogue Workspace - Agents - See which agents are available, busy, or offline, and which skills they can handle. Select an agent to open the details panel.

  • Dialogue Workspace - Dialogues - Track active and recent dialogues, including state, duration, and assigned agent. Select a dialogue to open the details panel.

How to work in Workspace

Monitor shows dialogue details

In the launch version of Dialogue Workspace, Monitor shows dialogue details only. It does not join call audio.

Select X to close the details panel. This is not an audio disconnect.

For supported call listening or intervention, use the separate Supervising Dialogues. Check its connect-model and requirements.

  • Use the Contact centers selector (top-right) to switch between a single contact center or All contact centers.

  • Use the Filter field above tables to quickly locate a skill, agent, or dialogue.

  • Select Customize columns to tailor tables to your operational needs.

  • Select a row in Agents or Dialogues to open the details panel. Use Monitor, when available, to inspect dialogue details without joining call audio.

  • Start on Overview to spot issues, then drill into Skills, Agents, or Dialogues to investigate and respond.

For step-by-step instructions, see Dialogue Workspace User Guide.