Service center support tasks and tools

Agents and service managers use these features to create, monitor and process cases.

• Agent Queue: Used to manage the workload of cases assigned to the agent or needing to be assigned since being routed to the service groups of which the logged-in agent is a member.
• Chat Availability: Agents who are authorized to chat converse online with employees regarding cases initiated by the employee through one of the self-service modules.
• Directory: Useful to search for and access employee information, including other cases for or regarding the employee.
• Agent Dashboard: Useful to view analytics of interest to the logged-in agent pertaining to the cases assigned to them.
• Manager Dashboard: Useful to view analytics of interest to the logged-in service manager pertaining to the cases assigned to the service group they are designated to manage.
• Bulk Case Creation: When this feature is enabled, qualified users create multiple cases at once.