The [Agent desktop] section consists of the following areas:
• Working area: to display the cases and contacts queues;
• Feed area: to display posts from your enterprise social network;
• Analytics area: to display aggregate data on agents' performance.
The working area consists of tabs. These tabs display the records that are queued according to pre-configured conditions.
The working area tabs are created automatically based on the queue teams of which the agent is a member. Each agent desktop tab corresponds to a system object regardless of the number of the configured queues. For example, all records coming from the "Case" type queues will be displayed on the [Cases] tab of the agent desktop.
By default, the [Cases] tab displays incidents, service requests, claims and complaints that come from the [Cases to be processed] queue. Those cases are either unresolved cases or cases that are not in the final state.
Note
If it is necessary, you can set up custom queues to be processed using the [Queues] section functionality.
Note
Use the [Agent desktop queues upload interval] system setting to change the update cycle for agent desktop records.
Use the feed area in the agent desktop to promptly notify agents about noteworthy events. The agent desktop feed displays posts and comments from a specific feed channel. Use the [Agent desktop - Channel] system setting to select this channel.
Agent desktop dashboard displays your helpdesk or contact center KPIs. Agent desktop analytics consists of two tabs. One tab displays the agent's personal achievements and the other tab displays the team's achievements. These dashboards display summary data for the current day only.
See also
• 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
• 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.