Agent Workspace

Agent's Workspace Setup

Objective

To effectively manage and prioritize cases in the agent's workspace on the platform.

Video HERE

Key Steps

• Click on the envelope icon to access the operator's workspace.
• Navigate to the "My Cases" and "My Mentions" sections within the workspace.
• In the "My Cases" section, identify and differentiate between active cases and unassigned cases:
• Active cases are cases that have been picked up by you.
• Unassigned cases are cases that have been received but not yet picked up.

• Wait for a new visitor to reach out, which will appear in the unassigned cases section.

• Accept the case to move it to the active cases section.

Cautionary Notes

• Ensure to regularly check both the active and unassigned cases sections to avoid missing any incoming cases.
• Be prompt in accepting and addressing unassigned cases to maintain efficiency in case management.

Tips for Efficiency

• Prioritize active cases that are assigned to you to ensure timely resolution.
• Communicate with team members or supervisors if you encounter any challenges or need assistance with specific cases.