As a manager or administrator, you should be aware of the following information when working with the Agent Workspace.
The Agent Workspace is intended for use when Automatic Chat Distribution and/or Automatic Email Distribution has been enabled.
Unassigned items are not shown on the Agent Workspace. Operators cannot "pull" incoming chats or emails; they can only work on items that have been automatically assigned to them.
As an administrator, you can customize the information shown to operators in the visitor information section of the Agent Workspace.
Using the desktop version of the Operator Client, go to
.To access Agent Workspace by SSO, follow instructions here: How to set up SAML 2.0 Single Sign-On via an Identity Provider.