User goals and features

Frontline Agent

Frontliner Console

The frontline agent is the company's voice; they are the ones who engage with customers first. They operate at the call center, customer service desk; answer help lines or customer service calls and reply to customer emails or live chats. They create new cases, provide information, troubleshoot issues, resolve problems, and generally work to make sure customers have an excellent service experience. 

To create cases

To view agent performance

Resolver Agent

Resolver Console

The resolver agent is the backbone of a case journey and is responsible for various types of administrative, support, and clerical activities that are essential to the case journey. While the frontline agent is responsible for interacting with the customer and creating the case, the resolver agent handles tasks associated with the resolving the case. Depending on the type of case, the resolver agent has to perform different set of activities which may include recategorization, refund, requesting approvals, reassigning cases, etc. Occasionally, the resolver agent may also act as an approver, provided he has extensive knowledge in the required domain.

To create cases

To modify and resolve cases

To view agent performance

Supervisor

Supervisor Console

The supervisor is a professional tasked with training and motivating their team of agents as they provide help, answer questions, address grievances, and support customers. They are tasked with helping agents with queries about best practices or challenging calls, as well as monitoring and evaluating agent performance, scheduling appropriate training or coaching opportunities, granting essential approvals, managing various case types and monitoring critical cases.

To provide approvals

To monitor agent performance

To create and modify global cases

Collaborator

Collaboration Console

Collaborators are groups/departments that are not directly related to the case resolution but may be requested to collaborate on a case by a frontline or resolver agent depending on the customer's requirement. for eg, a customer expressed interest in a particular product or service while talking to an agent on a case resolution. To ensure this lead is not lost, the agent can collaborate with sales and marketing teams These groups can include marketing, sales, retention etc. These groups use the collaboration console where they may access customer and case details and share their comments with the agent.

To provide inputs on a case

Service Quality Agent

Service Quality Console

The Service Quality agent is tasked with verifying and documenting the customer's experience using the Service Quality Console. The agent can record the customer's experience and also ascertain whether the customer feels that the proper solution had been provided. The agent can also get crucial feedback by asking configurable survey questions that help record the customer's NPS, CES, and CSAT scores which are essential metrics for customer service.

To gather customer feedback via case-based surveys

Search and view cases created

Request to collaborate with other groups

Add comments on the collaboration console

View customer details - Customer 360 Console

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