Agent management

Manage agents effectively to deliver exceptional customer service. Recruit, train, and monitor their performance continuously. Support your customer service agents consistently. Equip and motivate them well to enhance customer satisfaction and operational efficiency.

Table 1. Agent management for customer service

Time recording for Customer Service Management	Record time worked on cases and case tasks. Time worked entries automatically generate time cards and time sheets for manager approval.
Workforce Optimization for CSM Agent Workspace	Manage your profile and schedule using Agent Workspace. Use coaching to review and complete assigned training.
Assign a case from the assignment workbench	Users with the customer service manager role can assign a case to an agent from the assignment workbench.
Manage special handling notes	Managing special handling notes is a critical component of Customer Service Management. These notes provide essential information to customer service agents about the specific needs and preferences of individual customers, ensuring that personalized and attentive service is delivered consistently. By effectively managing special handling notes, organizations can enhance the customer experience, build stronger relationships, and resolve issues more efficiently.
View team members assigned to an account	View the team members for a specific account.
Add an agent to the chat support assignment group	Agents must be added to the chat support assignment group before they can receive chat requests. This assignment group is used by theCustomer Service Management chat communication channel to route chat requests.
Approve a service contract	Approve a service contract for a customer account.
Outsourced Service Provider manager tasks	Manage various tasks as an Outsourced Service Provider (OSP) Manager, including onboarding Outsourced Service Provider agents, viewing unassigned cases, and assigning cases to groups or agents under your supervision.