Workspaces

A centralized hub for coaching, disputes, and recognition

Workspaces bring together Disputes, Assignments, and Recognition — giving both managers and agents a single place to manage coaching and daily activities. Available in both the Web Portal and the Desktop App.

Watch how Workspaces transform coaching and performance management

Smart Scorecard Disputes

Agents can review their scorecards and dispute individual questions they believe were evaluated incorrectly. Managers see the full history, reviewer notes, and supporting context before approving or rejecting.

Dispute individual scorecard questions

Full dispute history with reviewer notes

Supporting context for every decision

Instant Auto-Recalculation

When a dispute is approved, the scorecard is automatically recalculated and the updated score is immediately reflected for the agent. No manual intervention needed.

Automatic score recalculation on approval

Updated scores reflect instantly for agents

No manual recalculation required

Coaching Assignments

Managers can create coaching assignments directly from any scorecard question, providing personalized guidance on what the agent should improve. Assignments appear instantly in the agent's Workspace.

Create assignments from any scorecard question

Personalized guidance for each agent

Instant sync to agent Workspace

Recognition & Feedback

Managers can recognize exceptional performance by creating Recognition items that highlight great calls and positive behaviors. Agents can review, acknowledge feedback, and track their progress over time.

Highlight great calls and positive behaviors

Agents acknowledge and track feedback

Progress tracking over time

Desktop & Web Portal

Agents can choose to work from either the Desktop App or the Web Portal, with the same core features and a consistent experience across both platforms. Managers also have their own Workspace with a complete history of disputes, assignments, and recognition across their team.

Same features on Desktop App and Web Portal

Consistent experience across platforms

Manager Workspace with full team history

Track performance in real time with Agent Assist

Workspaces integrates with Agent Assist — the lightweight desktop app that gives agents live visibility into their scores, trends, and leaderboard rankings.

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