Work Environment is the part of SESTEK AgenticCX settings where you define the building blocks of your contact center team: the segments you put on contacts, the statuses agents choose, the skills they have, and the wrap-up codes and decline reasons they use on calls. This page is the starting point. It explains what each tab does, who can use it, and which article to read next.
Open it from Administration, Settings, then Work Environment. Work Environment is available to tenant users. It is not shown to host level users.
Watch the walkthrough
Find the article you need
| I want to | Read |
|---|---|
| Create labels for contacts and use them in lists, filters and campaigns | Segments |
| See the predefined statuses or add my own, such as a team huddle | Statuses |
| Define the outcomes agents record when a call ends | Wrap-up Codes |
| Define the reasons an agent can give for declining a call | Decline Reasons |
| Define skills and see which agents have them | Skills |
The Work Environment screen
Settings has a menu on the left. Select Work Environment and a row of five tabs appears at the top of the page: Segments, Statuses, Skills, Wrap-up Codes and Decline Reasons. Each tab has its own list and its own add button. Changes on one tab never affect another tab.
If you can manage segments, the page opens on Segments. Otherwise it opens on Statuses.
What each tab configures
Segments
The Segments tab lists the segment definitions, one name per row, with Add Segment at the top. A segment is a label you attach to contacts. You can then filter the contact list by segment and use segments in campaigns.
Statuses
The Statuses tab lists the statuses agents can pick to show what they are doing. Ten predefined statuses ship with the product (Offline, Available, On Call, ACW, BCW, Training, Meeting, Break, Short Break and Lunch Break). Each has a type of Offline, Work or Break, and a colored dot. Predefined statuses cannot be changed. Use Add Status to add your own.
Skills
The Skills tab lists the skills you can give to agents. For each skill it shows how many agents have it and whether it is active. Use Add Skill to create one.
Wrap-up Codes
Wrap-up codes are the outcomes an agent records when a call ends. The Wrap-up Codes tab shows each code with its Policy and the queues it is assigned to under Queue Management. Use Add Code to create a code.
Decline Reasons
Decline reasons are the choices an agent can give when rejecting a call. The Decline Reasons tab shows each reason with the queues it is linked to. Use Add Decline Reason to create one.
How wrap-up codes and decline reasons reach agents
Wrap-up codes and decline reasons are tied to queues. Open Settings, Queues and look at a queue card: it lists the wrap-up codes and decline reasons assigned to that queue.
The assignment can be made from the code or reason itself (the queue badges on its tab) or from the queue.
A sensible order to set things up
- Review the predefined statuses and add any custom ones your team needs.
- Add the wrap-up codes and decline reasons your agents will use.
- Assign them to queues, from the code or reason itself or from the queue.
- Add skills and give them to agents.
- Add segments when you start organizing contacts and campaigns.
Who can use what
Permissions are granted to a role under Administration, Identity management, Roles. Choose Actions, then Permissions, and open the Setting management group.
| Permission | What it gives you |
|---|---|
| Manage Work Environment Settings | The Work Environment page and the Statuses tab: add, edit and delete custom statuses |
| Manage Segment Settings | The Segments tab. It appears under Manage Work Environment Settings in the permission list |
| Manage Wrap-up Codes | The Wrap-up Codes tab. It appears under Manage Work Environment Settings |
| Manage Decline Reasons | The Decline Reasons tab. It appears under Manage Work Environment Settings |
| Agent Management | The Skills tab, and the Queues tab in Settings |
The Statuses tab is shown to everyone who can open Work Environment.
Good to know
- Work Environment settings are per tenant. Everything you define here is shared by all users of the tenant.
- Skills are linked to agents, not to queues. Assign them from the Skills tab or from Agent Management.
- The tabs you see depend on your role. If a tab is missing, ask your administrator to review the permissions above.