Overview: Content workspace (Console)

This article provides an overview of the content workspace in Console.

In this article

Overview

​​In Console, the Content workspace under the CX menu is where you create content that supports your queue users when engaging with customers and working to resolve issues. 

For example, you can create a knowledge base article that includes FAQs about a new product that gives the agent quick access to the answers that customers need. Or, if you manage email interactions through the Avaya.cx system, you can create a template for agents to use that includes a standardized response to common customer issues. 

In either case, this workspace is where you create content that the queue user can access while engaged in a live interaction with a customer. Once you have created content, it can be modified but it cannot be deleted from the system.

The type of content that you can create in this workspace includes: Knowledge Articles, Email Templates, and Messaging Templates.

• Knowledge base articles: Articles provide information about product/service information, internal policy details, and more.

• Email templates: Email templates give queue users a starting point for when they are emailing customers (like a standard email that outlines steps for troubleshooting an issue).

• Messaging templates: Messaging templates are used when the queue user is messaging the customer through SMS or web chat. They give the queue user a quick way to greet the customer, close the conversation, provide common troubleshooting steps, and more.

Additionally, all content types can be configured to include tags. Configuring content to include tags signals the system to send relevant content to an agent when a specific interaction enters a queue. This removes the need for queue users to manually search for such information in the Knowledge Base. Instead, the related content auto-populates within the Knowledge tab.

Visual breakdown

• Title Field (A): Use this field to clearly and concisely name the content. This title is the quickest way to identify the purpose of the knowledge article when searching the knowledge base. 

• Formatting Buttons (B): Use these buttons to format the Message Body of the knowledge article. These buttons also allow you to add photos, links, video clips and more. 

• Message Body (C): This text area is where you include all information relevant to the knowledge article and/or template. This could be process details, fill-in-the-blank email or messaging templates, FAQs, or whatever else you may want your agents to have easy access to while on an interaction. 

• Save Button (D): Click this button once you are done building the knowledge article. Once an article has been saved, you can make modifications to the content but you cannot delete the content from your Avaya.cx account. 

• Cancel Button (E): Click this button if you wish to exit the form without saving. By doing this, you will lose any information you configured within the form that hasn’t been saved.

• Type Menu (F): This menu is where you define the content type. These types include: Knowledge, Messaging Template, and Email Template. Once you’ve defined the content’s type, and saved it, you can’t modify it. So, once you’ve defined the content as an “Email Template”, you can't revert it to a “Knowledge Article”.

• Category Field (G): This field is where you define the broad category for the content. When searching the content, you could search this field to populate all articles within this category. You must complete this field to save the article. 

• Sub-Category Field (H): This field allows you to define a more specific subsection of a Category that the article falls within. You must complete this field to save the article.

• Tags (I): Use this area to assign tags to the article. Configuring content to include tags signals the system to send relevant content to the agent. This means that when an interaction is tagged during the workflow session, the system connects the tags from that session to the knowledge base to provide the agent with information that may be helpful for proceeding with the interaction. You must first configure tags in Console to be able to add them to any knowledge article.