Journey Workspaces Overview

   WorkspacesThis topic is related to Journey Workspaces. |   Workspaces User |   18.11 This feature was introduced in 18.11. |   21.11 This feature was updated in 21.11.

Efficient resolution and assistance for customers is an essential part of omni-channel customer acquisition. Journey Workspaces, powered by Journey Manager, is an integral module of the Temenos Journey Platform that enables your organization to improve the quality of customer experience with onboarding assistance, rapid resolution, and communication of progress, regardless of the channel they are applying from.

What is Workspaces?

Journey Workspaces is a highly configurable and feature-rich business portal for banking staff, designed to support resolution and customer service activities related to account opening and onboarding directly in the account opening process. Workspaces supports a digital workflow for in-bound applications that enables bank staff to initiate, review and resolve customer applications, and provide great customer service. Bank staff are offered an efficient method of receiving, tracking, organizing, and resolving pending applications that improves both their productivity and the accuracy of the application review process.

In the Workspaces portal, you can search and filter to find an application then view all the key application details, enabling bank staff to provide a richer customer assistance experience and make an informed decision about an application's outcome. You can filter and assign applications for review based on criteria such as workloads, decision status, risk, or incomplete application data. Application assignment features enable managers to control staff workloads, helping to reduce the onboarding delays that can lead to customer dissatisfaction. Throughout the account opening process, Workspaces captures notes and user- and system-initiated actions that document an easy-to-understand audit trail of the application life cycle. With visibility into all the application information at your fingertips, you can quickly resolve pending applications with a final decision and communicate back to the applicant to increase customer acquisitions and improve customer service.

Out of the box, Workspaces comes with a collection of thoughtfully designed, pre-tested templates for several role-based spaces that facilitate processing, helpdesk, and application management activities as well as kick-starting applications on behalf of customers and monitoring their progress. These templates represent common work scenarios and take advantage of third-party integrations to add meaningful features. The templates accelerate the installation and configuration process and can also be used as the basis for your own custom Workspaces experience.

Who is Workspaces for?

Workspaces provides features for several user types or purposes.

Review Processing Staff Workspaces offers review capabilities for pending applications that need manual action.
Support Helpdesk Staff Workspaces allows support staff to find any application that needs further assistance quickly and easily.
Assist Assisted Channel Staff Workspaces allows assisted channel staff to kick start the application process and track application progress.
Manage Managers / Supervisors Workspaces provides tasks management capabilities for managers.
Applications Authenticated Applicants The Workspaces Applicant space offers a self-service portal for managing application creation, follow-ups, and keeping track of application progress.

To learn more about the Workspaces Applicant space, see Workspaces Applicant Space Overview, The Applicant Space Search Screen, and The Applicant Space Details Screen.

Getting Started

Configuration

Workspaces is a highly configurable product, so we provide a set of default configurations to get you up and running faster. You can download the Workspaces distribution, including the default configurations. More information is available in the Workspaces technical documentation to help you configure your Workspaces portal to meet your needs.

Browser Support

Workspaces has been designed for and tested against the following web browsers.

  • Google Chrome
  • Mozilla Firefox
  • Microsoft Edge
  • Microsoft Internet Explorer 11 (limited support - see IE11 Support below)

For the best experience, we recommend that you use the latest version of Chrome, Firefox, or Edge, and that you keep your browser updated, especially through the application of security patches.

While you may be able to access Workspaces using other browsers, there's no guarantee that everything will work, and you may not enjoy the great user experience available when using a supported browser. We strongly recommend that you use a supported browser for the best Workspaces experience.

IE11 Support

Workspaces is supported on Internet Explorer 11 (IE11), commencing from Workspaces v18.11.4. Workspaces is feature-compatible with IE11; however, the user experience on IE11 may not be as great as when using a modern browser due to limitations imposed by IE11.

What's new?

Here's some information to help you discover the great new features and improvements in each Workspaces release.

Here's what's new and improved in Workspaces 22.04.

construction Improved build and deployment process Improved version control in Product Artifactory that allows easy access to a specific Workspaces release.
admin_panel_settings Operations Space A brand-new Operations portal that allows operations staff and administrators to search and view TJM transactions when providing operational assistance to banks and their customers.
picture_in_picture_alt Theme support in Applicant space Apply a theme to the Applicant space to match bank branding and color schemes.
speaker_notes Notes feature in Applicant space A new notes feature in the Applicant space that allows applicants to communicate directly with bank staff for assistance during the application process.
search Search improvements Improvements to the Workspaces search feature, allowing the user to return to the parent view quickly after completing a search.
view_timeline Timeline improvements Improvements to the Application timeline feature to filter out tasks or transactions that are not required.
speaker_notes Notes improvements Improvements to the Workspaces notes feature to make it easier for bank staff to communicate with applicants in the Applicant space.
build_circle Migration to new automation framework Migration from the old web driver framework to the Nightwatch framework for API, config, and UI automation.

Here's what's new and improved in Workspaces 21.11.

Improved build and deployment process An improved build and deployment process for Workspaces is now available from the Product Artifactory.
Applicant Space template A fully configurable workspace for authenticated non-bank users to manage the application journey.
Support for Job Properties Support for configuring the Key Info card and custom cards using the application's job properties.
Localization improvements Support for switching the language within Workspaces, and other minor enhancements to the localization framework.
Search improvements Configure search to include fields that are not part of the item list data.

Here's what's new and improved in Workspaces 20.05.

Improved build and deployment process An improved build and deployment process for Workspaces that supports seamless integration to your DevOps practices such as CI/CD.
Task-specific actions Task-specific actions are presented alongside each task in an application to give you confidence you are acting on the right task.
Focused search A new focused search option that lets you search on a specific application data item and get results faster.
Improved UI / UX A fresh new user interface for an improved user experience.
Improved custom card configurations Improved custom card configuration including permission control and an option to hide empty/null data.
Improved session logout Automatic session logout after a defined period of inactivity.
Date picker enhancements Enhancements to the date picker to support single date selection and custom date formats.
Enhanced search/filter behavior New search/filter behavior on the List pages: the latest search/filter is retained in each space until cleared or the session ends.
Enhanced application assignment The assignee full name is displayed when assigning a task to a user.
Enhanced application listing An enhanced view configuration extending control over line wrapping in data tables.
Enhanced documents panel Attachment name is now included for each item in the Documents panel.

Watch this video to discover the great new features and improvements in Workspaces 19.11.

Watch this video to discover the great new features and improvements in Workspaces 19.05.

Watch this video to discover the great new features and improvements in Workspaces 18.11.