Agent workspace

Using versioned guidance

Guidance is the approved script beside each contact. It is versioned, so you always see the revision that was published.

Contents
Also in Agent workspace
Reading contactability preflight resultsClick-to-call and transfersSetting a disposition

Guidance is the call script and playbook that sits beside the contact while you work. It is not a wiki page. Each guidance asset is versioned and approved by an admin before agents see it, so the wording you read is the wording your organization signed off on.

What you’ll see

The Guidance card appears in the right-hand column of the workspace, under the Unified history. Its header shows the version and approval state, for example “v7 · Approved”. The body holds the opening line for this kind of call, then the fallback instruction. In the sample workspace it reads:

“Hi Daniela, this is Northgate calling you back about your consult. Is now still a good time?”

followed by “If no: offer a window, set a callback, confirm consent for the channel.”

The script is chosen by the work item’s type and location, so a Callbacks item and an Inbound return call show different guidance.

Steps

  1. Open the work item. Read the Guidance card before you click Call.
  2. Use the contact’s language field on the contact card to pick the right variant if your location publishes more than one.
  3. Follow the fallback line when the contact cannot talk: offer a window, set a callback, and confirm consent for the channel you will use.
  4. Set the disposition. Guidance does not change the disposition list; it tells you what to say.

Browsing all guidance

Click Guidance in the sidebar to see every published asset for your location. Each shows its version and approval chip. Drafts and unapproved revisions are not listed; only published assets reach agents.

If something looks wrong

  • The version changed mid-shift. An admin published a new revision. The card updates the next time you open an item. Finish the current call on the version you started with.
  • The script does not fit the contact. Use the recovery inbox or your manager to send feedback. Feedback moves through new · triaged · planned · closed without carrying contact identity.
  • The card is empty. No guidance is published for this work type and location. Ask your admin.
  • Publishing guidance assets
  • Setting a disposition
  • Working the Power Hour queue
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