Advanced Work Assignment with Agent Affinity
Solve issues faster by assigning them to agents most familiar with the customer and the context surrounding the problem. Advanced Work Assignment automatically assigns work items based on agent’s availability, capacity, and skills. To maintain continuity, Agent Affinity assigns a chat request or incident to an agent that has handled this chat, case, or incident in the recent past.
Playbook Experience
Provide complete visibility and step-by-step guidance on what activities and tasks are required to increase case resolution efficiency.
Analytics Center
Answer questions about data, get personalized insight into KPIs, and automatically surface disruptive trends that could impact service delivery.
Agent assistance
Take advantage of built-in machine learning based recommendations that present solutions from similar incidents in the past. Configure Agent Assist to present answers from a variety of sources, including knowledge base articles, social Q&As, service catalog items, incidents, and cases. Display the suggestions in the sidebar for easy reference.
Automatic interaction logging
Automatically log conversations initiated from a chat or phone call. If needed, easily create a case or incident from the interaction.
Flexible layout
Agents can personalize the layout by showing, hiding, and resizing sections.
Get ahead of big problems
Intelligently identify and raise a major issue or incident with one click. From that issue or incident, allow agents to create problems and changes associated with it within Agent Workspace. If a knowledge base article is unavailable, agents can automatically initiate workflows to fill knowledge gaps and ensure the right content is created. Once created, the new knowledge article will be available through Agent Asset for future occurrences of the problem.
Global search
Find anything in the workspace or perform contextual search within a form.
Tabbed interface
Use separate tabs within the workspace to easily navigate between records. Open additional information about cases in child tabs with complete context.
Seamless handoff from chatbot
Connect Agent Workspace with Virtual Agent to easily transfer customers to a live agent when needed and provide all chat details for the agent’s review.
