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Navigating the Frontliner Workspace

As a frontline agent, you are the first agent to engage with a customer and address their issues or requests using the Frontline Workspace. You get insights into the situation of your customer, and you can request for the necessary information that helps you and other agents to work on the issue or request.

Use this workspace to perform the following tasks:

  • Create new cases
  • Manage your task list
  • Communicate with the customer via an email, an SMS, or a phone call
  • Review your own performance
  • Collaborate with other teams
  • Review existing cases
  • Request for assistance from colleagues
  • View knowledge articles relevant to a case

Overview of Frontliner Workspace

The following image highlights the different sections in the workspace:

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The following table describes the different sections in the workspace:

Annotation

Section

Use

1

Frontliner Workspace

Create new cases, get an overview of your metrics like number of cases you created, cases resolved on the first contact (FCR), wrong classifications and average time taken for creating a case. 

Additionally, you can:

  • Request a colleague to assist you with a case.
  • View your performance in detail.
  • Get latest updates about global cases and other notifications like broadcasted updates about new upgrades or services. 
  • Access the Collaboration Console by clicking Collaboration Console.
  • Get a list of knowledge articles related to a case by clicking Knowledgebase.
  • Navigate to the home page or close a session by using the available options.

2

My Task List

Get a list of your tasks and their statuses, set reminders, search and update tasks.

3

Customer Profile

Get a brief overview of the customer profile; for example, lifetime value of a customer (Customer CLV), status and personality type. Additionally, you can search for a customer, update their profile and also access the Customer 360 Console.

4

Knowledgebase

Get a list of knowledge articles related to a case.

5

Case Management

This section provides the following details:

  • Customer Cases–View all cases related to the selected customer.
  • Associated Cases–View cases associated with the selected customer.
  • My Cases–View all cases assigned to you that are related to the selected customer.

Select a case from the Customer Cases, Associated Cases or My Cases list to view activities performed on the case. Additionally, export the list of cases, filter the columns that are visible, contact a customer by using the different options available, provide feedback, and collaborate with other teams. In order to collaborate, select the case and click Collaborate.

To use CSM Global search

Frontline agents have the ability to quickly retrieve relevant data through a single, unified Global Search interface.

To use global search, perform the following steps:

  1. Click Home Page. 
  2. Click the search icon. This loads the CSM Global Search. 
  3. Type details to search in the text box. 
  4. Press enter. 
    Based on the item searched for, the results display either the customer information, case information or knowledge articles.  

 

 

Tip: For faster searching, add an asterisk to the end of your partial query. Example: cert*

BMC Helix Customer Service Management 26.1