Navigating through the Supervisor Console

Create a new case

1. Log in to BMC Helix Customer Service Management.
2. On the Home page, click Start Session to launch the Supervisor Console.
3. On the Supervisor Console, click New Case.

Search and view critical cases created

On the Supervisor Console, click Critical Cases.

Search and view non-critical cases created

On the Supervisor Console, click Case Management.

Access the Edit Case console

1. On the Supervisor Console, click Case Management. 
   
2. In the Case Management table, enter the required case ID in the search field and press Enter or select the required case from the list.
3. Click on the selected Case ID. 
   The Edit Case console opens in a new browser tab.

View customer details in Customer 360 Console

1. On the Supervisor Console, click Case Management. 
2. In the Case Management table, enter the required case ID in the search field and press Enter or select the required case from the list.
3. Click on the selected Case ID. 
   The Edit Case console opens in a new browser tab.
4. To view customer details on the Customer 360 Console, click the Customer 360 button.
   The Customer 360 Console opens in a new browser tab.

View Agent Performance

On the Supervisor Console, click Agent Performance. 
Information about agent scores, soft skills, and availability appears on the respective Agent Case Scores, Agent Soft Skills, and Agent Availability tabs.

Access Agent 360 View

1. On the Supervisor Console, click Agent Performance. 
   Information about agent scores, soft skills, and availability appears on the respective Agent Case Scores, Agent Soft Skills, and Agent Availability tabs.
   
2. On the Agent Case Scores tab, click the required Agent ID.
   The Agent 360 View interface opens in a new browser tab with details related to the agent's performance

Perform an action on multiple cases

1. On the Supervisor Console, click Case Management.
2. In the table listing all existing cases, select the case or multiple cases on which you want to perform an action in the bulk and click Case Actions. 

Approve/reject knowledge base articles 

1. On the Supervisor Console, click Knowledge Base.
   A tabular list of all knowledge base articles will appear.
2. To view only proposed articles, click Filter and filter the list with KB status: Proposed.
3. Select the article.
4. In the Description field, edit the article description, and then click Approve or Reject.
   
5. Click Update Article.

Approve/reject actions by other agents

1. On the Supervisor Console, click Approval Process.
   A tabular list of all cases sent for approval will appear.
2. To view only cases waiting for approval, click Filter and filter the list with Approval Status: Waiting for Approval.
3. Select a case that you want to approve or reject.
4. In the Comments field, add comments, and then click Approve or Reject.

Access the Collaboration Console

1. From the Actions menu, click Collaboration Console.
   The Collaboration Console opens in a new browser tab.