CafeX Workspaces

TABLE OF CONTENTS

• Overview
• Creating a Workspace
• Updating your Workspace Details 
• Managing Workspaces
• Archiving your Workspaces
• Understanding Workspace and App Lifecycles

Overview

CafeX Workspaces serve as containers where content is stored for an App. Each workspace represents a specific context, and a single App can contain multiple workspaces to support diverse use cases. For instance, if you're building an app to process customer information, you might need different workspaces for different geographic regions. In this case, each workspace would correspond to a specific region, and only relevant users would have access to the relevant workspace.

The number of Workspaces in your App, who can create them, and who can access them, depends on the App's purpose. However, every App needs at least one Workspace to store its state. Common Workspace persistence models for your App may be:

• One Workspace for each activity (for example, one Workspace per phone call in a contact center).
• One Workspace for each domain context (for example, one Workspace per caller in a contact center).
• One Workspace per User (for example, one Workspace per agent in a contact center).
• One Workspace per App (for example, one Workspace for the whole contact center and all agents share the same Workspace).
• Any other model that aligns with your App design.

Workspaces make use of Role-Based Access Control (RBAC) to secure them and can encapsulate all of the state required for your App, including:

• Assets (for example, files, links to external content, URLs, meeting recordings).
• Data Table records.
• Knowledge Articles.
• Meetings.
• Chat conversations.

Creating a Workspace

To create a workspace:

1. Navigate to the App Overview page.
2. Click the Create a Workspace button located at the lower left-hand side of the screen.
3. Enter the necessary Workspace details. If you have already configured Workspace fields, be sure to specify their values.
4. Check the Advanced options to apply advanced settings to the Workspace.
5. Optionally, activate the Private toggle to restrict Workspace access.
6. Click Create Now.
   Important: You are able to change the details of the Workspace and its members after creation if you need.

Upon creation, the platform will direct you to the Workspace Overview page. From here, you have links to the features of the Workspace. As the Workspace members collaborate, you see activity and historic in the Workspace.

To learn how to create a workspace through a Workspace Creation Service, see Creating a workspace through Workspace Creation Service.

Updating your Workspace Details 

To update or configure the details of a Workspace as a coordinator:

1. Navigate to your workspace.
2. Click the Show information panel icon () at the top right-hand corner of the screen.
3. Click Configure ().
4. Click the Configure Workspace button
5. Update your workspace as necessary.
6. Click Update.

The following configuration items are available:

In addition, you can use this dialog to set and update Workspace fields values. For details on how to create a Workspace field, see Workspace Fields.

Managing Workspaces

Managing Workspaces involves overseeing their lifecycle, including purging, restoring, and maintaining member access. For detailed guidance, refer to Managing Workspaces.

Archiving your Workspaces

By default, Workspaces persist indefinitely. However, if you create multiple Workspaces that your users only use for a brief time, you may eventually find that they are impacting the user’s browser performance.

As an App Builder, you can configure how long a Workspace persists during the periods of User inactivity before CafeX archives the Workspace.

To configure the automatic archive:

1. Navigate to the App Overview page and click the Show information panel () icon at the top right-hand corner of the screen.
2. Click Configure.
3. Click the Configure workspace button.
   
4. Under the Automatic archive section, enable the Archive workspace when inactive toggle.
   
5. Click Update to save the changes.

When CafeX archives a Workspace, users can no longer view its content. However, the data is not permanently deleted, and a Tenant administrator can always restore the Workspace.

Understanding Workspace and App Lifecycles

The lifecycle of an App depends on its purpose and audience. As an App Builder, you know that the Workspace is where data persists for an App. You can create Workspaces using the CafeX interface. 

Some Workspaces are short-lived, designed for tasks such as handling a call from a customer. Others are long-term, persisting indefinitely to record or track data across the organization. 

You can use a Workspace to control access to App data. For example, you may configure a Workspace to restrict access so that only specific users can view certain customer data. Alternatively, you might allow all users to share the same data or retrieve it from a dedicated service. In some cases, a Workspace may not store any data at all, allowing all users to use the same Workspace. 

The important thing to understand is that the App Studio and CafeX can support all of these scenarios, and your App Users can use the Workspaces to meet their data access needs without you having to redesign solutions for them.