Supervisor workflows
The contact center or support team supervisor can use the Queues section to control the queue element handling. Here you can view all cases and other queue elements as well as do the following:
- Monitor the work of the contact center online. When monitoring the content of all queues in one list, you can view the number of cases or outgoing calls or elements that are already in progress.
- Track the performance of specific queues and control the workload of particular agents using quick filters.
- Identify which queue items are going to be processed as queue element sorting is similar to sorting in the Agent Inbox.
- Distribute the current workload between the agents by assigning the agents to specific queue elements. Involve additional agents to work with the queues. Delegate cases from one agent to the other or cancel handling the case by a particular agent.
- Join the contact center team: take cases and other queue elements, return the elements that were closed incorrectly back to the corresponding queues, manually close the queue elements that do not require processing.
Any user who has access to the Queues section can perform all operations as the contact center supervisor.
Monitor contact center performance
The key element of agent workflow management is monitoring the total workload of the contact center. When monitoring all outgoing calls and incoming cases in a single list, you can quickly identify the cases that require attention.
Use the Queues section to view all incoming cases, contacts, and accounts in a single list if they were added to the static queues or are within the dynamic queues according to the filter settings.
The list displays key information about the queue content. You can manage the information displayed using the standard View menu → Select fields to display menu.
You can customize columns to display fields of queue objects in the list. For example, you can add the "Update frequency" field to the list of the Queues section.
The Queues section displays information about queue elements that are being processed, elements that were taken by an agent and postponed, and those that were not taken. When sorting elements by the Agent or Status column, you can view the current status of the operations.
Manage progress on specific queues
You can bring up data for particular queues quickly to monitor their progress. For example, you can use the queue filter to analyze calls to customers for one or more product promotions.
To view particular queue items, filter the records using the Queue filter:
- Go to the Queues section → the Queues view.
- Click the Queue filter and select Add queue. This opens a window.
- Select the required queue.
As a result, Creatio will add the selected queue to the filter conditions. The content of this queue will be displayed in the list. If you add multiple queues to the filter, all elements from the selected queues will be displayed.
You can view the progress for specific queues by displaying the total number of their elements. To view the queue elements:
- Click View → Set up summaries.
- Select the Display number of records checkbox.
To display processed elements, select the Show processed checkbox. Only processed elements from the selected queues will be displayed in the list, for example, closed cases or completed calls.
To view which queue elements are in the process, sort the elements by Operator or Status column.
Manage current workload of an agent
To view the current workload of an agent, filter the elements by the agent in the Queues section. The filter lets you view the current workload for one or more agents regardless of which queues they work with.
To filter the case by an agent:
- Go to the Queues section.
- Select the Operator filter → Add operator. This opens a window.
- Select the required agent.
- Select the Show processed checkbox to view processed cases (optional).
As a result, the list will display queue elements that are being processed by the selected agent and those elements assigned to that particular agent. If you add multiple agents to the filter, the list will display queue elements processed by all of the selected agents. You will be able to monitor which cases the agent is currently processing and which the agent has already processed.
Assign agents
You can assign and reassign agents manually or cancel low priority elements.
To assign agents:
- Go to the Queues section.
- Select the queue element that must be assigned to a particular agent in the list.
- Click Actions → Assign operator. This opens a window.
- Select an agent from the list.
As a result, the selected agent will be assigned to the queue element. The elements assigned to the agent will be displayed in the Agent Inbox for this particular agent even if the agent is not included in the team of the corresponding queue. After assigning the agent, the item will not be displayed in the Agent Inbox for other agents.
To cancel an assignment:
- Go to the Queues section.
- Select the element assigned to an agent.
- Click Actions → Clear operator.
As a result, the selected element will be returned to the queue and become available for an agent who is included in the corresponding queue team.