![]() We will be working on further iterations later this year. No this was our MVP to get our Work item data to Market. Is there a reason the Account name is included but not the Organization? The way it is defined is Support tickets that are assigned to an Agent and are in Open status.ģ. ![]() What is the definition of "Support agent work items" or "working on x tickets"? Is it the tickets they're assigned to AND actively on? Is it just the tickets they're viewing? How delayed is the data please? We are introducing an idle fix later this year to resolve this behaviour.Ģ. Note we have seen issues with Agents closing browser and not logging out therefore still showing up as Online. What is the definition for Agents online and Agents offline? So many of our agents have been in online status for xxxx hours - wayyyy too many. Thank you for the questions and feedback I will try to deal with them one by one:ġ. Items for that channel (Support, Chat, Talk, or Messaging).įor each ticket, the window shows the following details: (Optional) Use the Filter drop-down to select a channel and see only work.Workload for more information on setting agent See Creating capacity rules to balance agent Omnichannel routing, this window also shows the agent’s capacity underneath In status shown is the time active for the Support channel. Shown is the time for the channel you selected when you first drilled in.įor example, if you drilled into this screen from a Support metric, the time Window appears and shows the agent's overall status and status for eachĬhannel, along with details about the tickets, messaging conversations orĬhats, and calls the agent is working on. Select the agent you want to see work items for.(ForĮxample, ^Alex will return "Alex Jensen," but not "Maria Alexander.") Specify that the agent's name must start with your exact search term. Search for a specific agent in the search bar at the top.To see which open work items are assigned to an agent For example, if you drilled into the Support -Īgents online metric, the results are pre-filtered by theĪfter opening the list of agents, you can select a specific agent to see which open Metric you drilled into in step 4, filters might already be applied To make sure you're not unintentionally excluding agents based on If you don't see the results you expect, check the filters Additionally,Ĭustom statuses can be mapped to different statuses for eachĬhannel. Note that some channel-specific statuses (like Invisible for Chat)Īre not reflected by the default unified statuses. Multiple channels and statuses at the same time. Includes the default unified agent statuses and Unified status: (Appears only if you use omnichannel routing).Step 3 above) Includes the groups in your account. Group: (Appears only if you filtered the dashboard by group in.Status by channel: Includes the agent statuses that apply to.Channel: Includes Email, Messaging or Chat,.(Optional) Click Filter to filter the list by the following options:.You're filtering by a channel-specific status).ĭon't use omnichannel routing, a dash always appears in theseĬolumns because capacity information is not available without Status), or the agent is not in the status for that channel (if Not have access to that channel (if you're filtering by unified A dash (-) in the Emails, Messages,Ĭhats, or Calls column means the agent does ![]() The number of work items assigned to an agent compared to their Omnichannel routing, hover over the Emails, Calls: How many calls each agent is currently.(Appears only if you use chat instead of messaging) Chats: How many chats each agent is currently handling.Messages: How many messaging conversations each agent isĪssigned to (Appears only if you use messaging instead of chat).Emails: How many Support tickets each agent is assigned.Time in status: How long each agent has been in their current.If you use omnichannel routing, this column is called Status: Which default or custom status each agent isĬurrently in.
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