Agent Workspace Experience
Designing a unified omnichannel workspace for faster workflows, real-time customer insight, and contextual CRM visibility.
My role
Product strategy
Interaction design
Contextual CRM
The team
2 × Product manager
1 × Product designer
1 × Architect
8 × Engineers
Year
2023 - 2025
Overview
The Agent Workspace is a unified omnichannel designed to bring voice, chat, SMS, video, and customer data into a single operational interface.
The goal was to create a single workspace that unifies channels and surfaces the right customer context at the right moment, enabling faster decisions and more efficient support.
This case focuses on the design of the workspace and the introduction of C360 Related Records, a contextual CRM model that surfaces the most relevant customer information directly within live interactions.
Challenge
The main challenge was not adding more functionality, but making operational complexity manageable. Agents needed to handle multiple interactions across voice and digital channels while maintaining full customer context.
Three core challenges:
Critical context was scattered across multiple systems
Searching CRM during live conversations slowed response and increased stress
Large amounts of data overwhelmed agents instead of helping them
Provide fast, relevant context without adding complexity, while supporting enterprise requirements such as configurability, performance, and scalability.
Outcome
The unified workspace reduced context switching and enabled agents to access relevant customer information without leaving the interaction.
The contextual C360 model minimized unnecessary CRM searches and helped agents understand customer history faster.
The solution improved operational efficiency, supported high-volume omnichannel workflows, and established a scalable foundation for enterprise growth.
Competitive Analysis
A competitive analysis was conducted to understand how existing platforms structure agent workflows and surface customer context. The review focused on interaction handling, CRM visibility, and navigation patterns across leading solutions. Key strengths and gaps were identified, helping define differentiation opportunities and inform design decisions around simplicity, contextual information, and reduced workflow friction.
Flow Mapping Validation
The agent workflow was mapped to understand how context is gathered and used during live interactions. The flow helped identify key decision moments, where agents either had enough information to proceed or needed to search for additional context. This exercise exposed unnecessary CRM navigation, context switching, and delays, and guided the design of C360 to surface relevant information proactively at the right moment.
User Insights
Interviewed agents to understand how they gather context under time pressure.
Agents need recent, relevant information, not full CRM access.
Cross Functional Workshops
The process began with a deep exploration of the problem through collaborative workshops with Product, Engineering, and Architecture. Brainstorming sessions were used to surface assumptions, risks, technical constraints, and potential solution directions, with each discipline contributing key concerns and opportunities. These discussions helped align priorities early and ensured the experience direction balanced user needs, system feasibility, and enterprise scalability.
Solution
With user-centered approach the Agent Workspace was structured around three core areas:
Conversation Area
A unified interaction model for voice and digital channels, with consistent controls, status visibility, and disposition flow.
Conversation Log
A prioritized list of assigned interactions with clear visual indicators for urgency and attention.
Service Panel (C360)
A contextual CRM layer designed to support real-time decision making
Instead of exposing full CRM systems, C360 surfaces:
Records created during the current interaction
Relevant records from the previous interaction.
Agent-selected items to carry context forward
For advanced use cases, contextual live CRM access allows searching and viewing records scoped to the active customer, while giving enterprise admins control over objects, fields, filters and API usage. This approach balanced relevance, performance, and scalability.