The Agent desktop section is designed to facilitate the work of contact centers and helpdesk agents. It guides you through out-of-the-box best practice processes to manage cases, get instant access to customer's profile, and improve customer experience.
By using the Agent desktop, the agent can quickly process tickets in the omnichannel mode, manage incoming and outgoing calls and work with other queue items. In the agent desktop, the agent can read the messages posted on the feed, and view the analytical summaries of personal and team KPIs.
Note
To allow the agents to receive incoming calls from the agent desktop, set up a connection between bpm’online and your phone provider. Read more
Contents
• Managing records displayed in the agent desktop via regular and blind queues
• Sorting records in the agent desktop
• How to handle call-derived cases in the agent desktop
See also
• How to create and populate the dynamic queue
• How to create and populate a static queue
• How to set up a regular or a blind queue within the agent desktop
• How to set up record sorting in a queue by the object columns to be displayed on the agent desktop.