Work Item Management

Prioritize, route, and manage enterprise tasks and activities to dramatically improve productivity.

Initiate Custom Work Types with Your Contact Center Software

Deliver enterprise work items to the most skilled, proficient and available employee leveraging the same powerful queueing and routing engine used for customer interactions.

With Skylight for CxEngage, enterprise work items, tasks, activities or offline efforts can be consolidated, intelligently routed, and managed in a single omnichannel interface. Employees can have work delivered to their desktop based on their availability, skills, proficiency, location and capacity. They also can benefit by having the full context of the activity and any related service level timeframes for completion. CXEngage not only routes the work items to the best available resource, it also allows for the viewing and work completion in the originating source system without switching between applications or screens.

Third-Party Work Features

Intelligent Routing

Route work items based on task types, urgency and other defined parameters that you control.

Productivity Enhancement

Gain insight into the productivity levels across employee groups and implement improvement initiatives.

CRM & Ticketing Integration

Our one-click install integrations with Salesforce and Zendesk mean your contact center has seamless, two-way sync with your customer system of record.

Personalized Work Management

Tailor your work distribution on the specific skills and proficiencies of individuals.

Performance Management

Manage employee performance via dashboards and reports reflecting real time and historical data.

Employee Collaboration

Tag interactions to notify multiple users or queues when a customer responds, to ensure effective handling, even when different responses might require different employees or departments.


  • Let employees seamlessly pivot between activities and source systems within one consolidated desktop
  • Get custom and out-of-the-box live performance and historical reporting dashboards
  • Set skills and proficiency-based rules to route work to the right employees
  • Show both channel-contextual and channel-agnostic employee performance stats, front and center
  • Gain insight into employee productivity across the enterprise

Benefits to the Contact Center and Enterprise

Integrated Agent Environment

Omnichannel Command Center

Whether you use our Agent Toolbar embedded in a CRM like Salesforce or Zendesk, or use the Skylight agent desktop with embedded CRM Lite functionality, all your channels and enterprise work are elegantly integrated into a simple yet powerful interface made to empower brighter interactions, insights, and outcomes.

Unified Reporting

Visibility from the Global to the Granular

Get insights from customizable  real-time dashboards and historical reports. Executives can see global, single-tenant reporting across all locations and channels. Managers get reports for their locations. Employees see the real-time and historical metrics that help them succeed.

Effective Outbound

Collaborative Proactive Support

Enable collaboration across the enterprise to resolve activities faster. Blend with digital and voice channels for engaging customers with clarifying questions, status updates or completion notices.

Streamlined for Resolution

Made for Efficient Excellence

Our agile customer service features work out of the box with basic configuration while allowing creation of complex flows and queueing and routing rules. CxEngage gets work to the right internal audience and provides contextual tools to resolve the issue at hand. 

The Omnichannel Work Management Solution

Our enterprise work item management solution is part of the CxEngage cloud contact center platform. CxEngage is the always-on, highly secure, true multi-tenant, and instantly scalable Contact Center as a Service (CCaaS) platform designed to enable exceptional customer experiences, anywhere, anytime. 

Use CxEngage as the Skylight standalone agent desktop with CRM Lite or as an Agent Toolbar embedded directly within CRMs like Salesforce or Zendesk.