Citrix Workspace is a digital workspace platform that provides a unified experience for accessing applications, desktops, and data from any device. You use Citrix Workspace to deliver virtual resources, including applications, desktops, and files, on various devices. The virtual desktop environment is often used by enterprises for agent interfaces.
Contact Center AI Platform (CCAI Platform) has been validated to work with Citrix Workspace. There are security features of Citrix Workspace that require specific configuration for successful use and compliance when using with CCAI Platform.
To learn more about Citrix Workspace, see Citrix Workspace product pages.
Citrix Browser Content Redirection
Citrix Browser Content Redirection (BCR) optimizes the delivery of web browser content to users in virtual environments. One capability of CBR is Offloads Rendering, which shifts the rendering of a web page to an end user's local device instead of rendering the page on a virtual desktop infrastructure (VDI). CBR creates a "browser within a browser" by intercepting the browser content and using the local browser engine to display it.
This offloading reduces the workload on the VDI, leading to improved performance, especially for complex or graphics-intensive web pages. It also minimizes bandwidth consumption because only the rendered output needs to be transmitted. This is ideal for situations where users heavily rely on web browsers within their virtual desktops, such as accessing rich web applications or streaming media.
When using Citrix Workspace, you need to configure Client Fetch & Client Render. This is a redirection rule that enables the agent adapter to route webRTC voice traffic through the agent's local internet connection instead of routing it through the Citrix backend server's internet connection.
For information about how to configure BCR within Citrix, see Browser content redirection.
Configuring the Citrix Studio policy
To configure a Citrix Studio policy, you must create a policy that specifies an Access Control List (ACL). The policy ACL contains the URL of the System of Record (for example, a CRM or ticketing system) for redirection. The agent adapters make use of an HTML iframe that is embedded into an agent desktop. That agent desktop could be a CRM, a system of record, a ticketing system, or a web page that includes information for your agent. This is the URL that will need to be added to the ACL in Citrix Studio.
If CCAI Platform is in standalone mode (without a System of Record), you should point the policy to the URL of the CCAI Platform instance.
Installing the BCR browser extension
For instructions to install the BCR browser extension in your Chrome browser, see Browser content redirection Chrome extension.
The browser extension for Chrome is available in the Chrome Web Store, and you can deploy it using the Group Policies and ADMX files.