Agent Workspace / Live Chat Administrator

Key Responsibilities:

• Administer Service Operations Workspace (SOW) and Agent Workspace
• Configure Advanced Work Assignment (AWA) and routing logic
• Manage queues, skills, and agent capacity models
• Enable and maintain Virtual Agent to Live Agent handoff
• Monitor chat performance, SLAs, and routing efficiency
• Optimize agent workflows and UI experience

Required Skills:

• Hands-on experience with Agent Workspace and AWA
• Strong understanding of queue management and routing strategies
• Experience with live chat configuration and VA integration

Knowledge of ITSM processes and service operations workflows