Example- Channel management using Workforce Optimization for Customer Service
Understand how you can monitor important metrics (or key process indicators) across different channels and queues. Manage the work being done by your team members (or agents in your teams) and collaborate with them to solve complex issues for your end-customers.
The example employee manages Customer Service operations for a large organization and has 12 teams. Each team has anywhere from 8 through 15 agents. The employee must ensure that incoming work gets effectively routed to the right groups across all channels. This can be done by setting up Advanced Work Assignment as per the business requirement.
Once the employee has configured Advanced Work Assignment (AWA) appropriately, they can add key performance indicators (KPIs) to the channels and queues, and monitor the operational performance of the teams in real time.
The employee in this example can then keep a track the teams' ongoing work, assign pending work items manually to agents, and join chat conversations to assist agents.
Get an overview on how you can monitor teams by looking at the real-time data in service channels and queues.
Get an overview on how you can manually assign work items, monitor ongoing cases, and join the chat conversations.
Get an overview on how managers can add service channels, queues, and configure KPIs.