Collaboration Console
Other than the collaborator, the frontline and resolver agents have access to the collaboration console. While the frontline and resolver agents can use this console for adding new comments to a case, the collaborator can use this console for various activities. The collaboration console allows collaborators to view a summary of the customer and case details and add comments. In addition to these activities, the collaborator can also click the highlighted case ID and view in-depth case details on the edit case console.
Collaborated Cases and Comments
The Collaborated Cases section displays a list of all collaborated cases. Collaborators can use this table to view case details and provide their comments accordingly.
The following table describes the UI elements:
UI element | Description |
|---|---|
Customer 360 | To access the Customer 360 Console, click Customer 360. |
Case ID | Displays the unique ID of the case |
Group Name | Displays the group to which the agent belongs to |
Submitter Comments | Displays the comments the agent added while in the collaboration docker panel while adding groups to collaborate with. |
Comments | The Comments text box allows collaborators and agents to add their inputs in the form of comments. |
Customer 360 Profile Summary
This section will contain high-level details of the selected customer, allowing the agent to receive a rapid overview of the customer as seen in the following image:
The following table describes the UI elements:
UI element | Description |
|---|---|
Customer ID | Displays the unique ID of the customer |
Customer Segment | Displays which segment the customer falls under. There are 4 segments available: Gold, Silver, Platinum & Standard |
Customer Since | Displays the year since the company started interacting with the customer |
Full Name | Displays customer full name |
Primary Contact No. | Displays the customer's primary contact number |
Displays the customer's email id | |
Customer Status | Displays the customer status, if it is an active, potential or lapsed customer. |
Preferred Contact Time | Displays the customer's preferred contact time during the day |
Preferred Contact Mode | Displays the customer's preferred mode of contact (email or SMS) |
SLA Status | Displays the SLA status |
Case Details
This section will contain high-level case details, allowing the agent a glimpse of the case as seen in the following image:
The following table describes the UI elements:
UI element | Description |
|---|---|
Category | Displays the case category |
Type | Displays the case type |
Item | Displays the sub-type |
Summary | Displays a summary of the case in a few words |
Severity | Displays the severity of the case |
Case Status | Displays the case status indicating if the case is still open, assigned, WIP, resolved, closed, etc. |
Assigned Main Group | Displays the name of the main group to which the case is assigned. Cases are auto-routed to skilled groups based on the case details |
Assigned Sub Group | Displays the name of the sub group to which the case is assigned |
Resolution Code | In case of FCR, the resolution code will display here |
Case Collaboration Worklog
All comments added by agents or collaborators are visible in this section. Along with the comment, it provides details of who submitted the comment, which group the agent belongs to, and case ID of the case towards which the comment was shared as seen in the following image:
