The home page section is designed to facilitate the work of verifiers in the bank. Use the home page to manage applications in a single window get instant access to customer's profile, and improve customer experience.
Using the agent desktop the verifier can quickly process tickets in the omnichannel mode, manage incoming and outgoing calls and work with other queue items. In the agent desktop the employee can read the messages posted on the feed, and view the analytical summaries of personal and team KPIs for the current day.
The [Home page] (Fig. 1) section consists of the following areas:
-
The working area of the verifier (1) displays the list of records for processing.
-
The feed area (2) displays posts from your enterprise social network.
-
The analytics area (3) displays aggregate data on verifier performance.
Fig. 1 The [Home page] section
The working area of the verifier
The working area of the verifier on the agent desktop is a number of tabs with the records that are displayed in the agent desktop according to the conditions of pre-configured queues.
The home page tabs are created automatically, based on the queue teams of which the current verifier is a member. Each home page tab corresponds to a system object regardless of the number of the configured queues. For example, all records coming from the “Application”type will be displayed in the [Applications]tab of the home page.
By default, applications that come from the [Applications on verification] queue are displayed in the working area on the [Applications] tab. Those are the applications at the “Verification” stage and they have at least 1 verification action whose result is not processed in the system.
Note
You can set up custom home page queues in the [Queues] section.
Note
Use the [Home page queues upload interval] system setting to change the update cycle for agent desktop records.
Use feed channel for prompt notification of the verifiers about noteworthy events of the bank . The home page feed displays posts and comments from a specific feed channel. Use the [Agent desktop - Channel] system setting to select this channel.
The agent desktop dashboard displays the verifier KPI. These dashboards display summary data for the current day.
Contents
•Managing records displayed in the home page via regular and blind queues
•Sorting records on the home page
•Processing applications from a regular queue in the home page.
•Processing applications from a blind queue in the home page
•How to process cases from incoming calls on the agent desktop home page
•How to create and populate a dynamic queue
•How to create and populate a static queue
•How to set up a regular or a blind queue on the home page
•How to sort queue elements on the home page by the object columns
