Agent Workspace

Workspace enables agents to work via a unified interface across multiple JIRA projects and queues. It enables auto-assignment of tickets to agents based on their availability, skills, and capacity.

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Inspiration

We run a 24x7 contact center on JIRA, we were facing a few challenges and were desperately looking for some solutions. This hackathon motivated us to use JIRA's Forge platform and create an App that we will ourselves use to alleviate some of our growing pains.

What it does

Skill-based routing: The app evaluates incoming JIRA service requests and based on the ticket attributes it moves the ticket into one of the service desk queues (using JQL). Service desk agents can now be assigned to different queues and can have different skills with levels and capacity.

Agent Presence: Agents can set their availability via different presence statuses (Available, Busy, Offline). The routing app written in forge will route tickets to the best-skilled agent based on their availability and remaining capacity. The router will not assign tickets to offline and away agents.

Unified Workspace: A unified workspace interface for the agent to efficiently manage incoming tickets. Agents can monitor multiple queues at once and can see incoming tickets in an Inbox-type view.

How we built it

Forge functions are running the routing logic and a connect app to build the supervisor interface. We used all the existing building blocks of a JIRA platform like JQL, entity properties, etc. to manage Presence, Queues, and Skills.

Challenges we ran into

Presence, Skills, Queues, and Routing are simple concepts in isolation but connecting all of them together and testing all the different scenarios took a lot of time. It was a different experience and challenging to do a successful hackathon with remote members. It required very clear communication within the team but with the right choice of tools, we managed to build, deploy and test everything on time.

Accomplishments that we're proud of

When we demoed the app internally, the entire team got excited. We are very passionate to use the app in our own production setup.

What we learned

We found JIRA as a powerful platform to build business applications very fast. With all the building blocks that can be reused, we were able to implement our whiteboard design into a running application within days. We also learned that small or big, a project needs both the right tools and clear communication to be a success.

What's next for Workspace!

While we are excited about the hackathon results coming out, our teams are anxiously waiting to get their hands on this app. We are working on the next steps to deploy the workspace app in our own service desk environment.

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