Page History

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Ticketing Enhancements Ticketing Enhancements

Ticketing Enhancements

• Interactions (contact history) are now tied to a specific Ticket.
  • If an agent sends an email from the email address displayed on the Ticket then that email transaction is tied to the ticket.

  • If an agent clicks to dial one of the phone numbers from the Ticketing screen then that transaction is tied to the ticket.

• Interaction History at Contact and Ticket level support Event and Conversational views of Interactions.

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Agent Scheduler Enhancement Agent Scheduler Enhancement

Agent Scheduler Enhancement

• Agents can now request to Swap Shifts with other agents from their Designer Desktop screens. The agent receiving the swap request can accept or reject the request. This response to the offer is sent back to Agent who requested the swap. If the swap request is accepted by the other agent and manager approval is required, a notification task is sent to the manager for approval. 
• Agents can set themselves as unavailable from the Agent Scheduler.

• Agent Scheduler allows agents to offer shifts, which creates a task for the manager to accept or decline the request.

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Agent Work Queue Agent Work Queue

Agent Work Queue

Agents using the Designer Desktop have the ability to accesses the following new activities/tasks assigned to them by their manager, from their Agent Queue.

• Any action (accepting or rejecting the request) taken by the manager on the time-off request, sends a notification tasks to agents in the work queue.
• Any action (accepting or rejecting the request) taken by the manager on the Shift Swap requests that require manager approval, sends a notification tasks to both the receiving and requesting agents.
• Review the e-Learning and coaching tasks assigned by the managers in Agent Work Queue.
• Perform the test for the e-Learning task, if needed.
• Send any comments or questions to the manager who assigned the task by clicking on the Question button in the e-Learning window.