Navigating Frontliner Console
As a frontliner agent, you are the first agent to engage with a customer and address their issues or requests by using the Frontline Console.. 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 the console to perform the following tasks:
- Create new cases
- View the summary of customer and case details
- Manage your task list
- Get customer feedback 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 relevant knowledge base
Overview of Frontliner Console
The following image highlights the different sections in the console:
The following table describes the different sections in the console:
Annotation | Section | Use |
|---|---|---|
1 | Frontliner Console | Create new cases, get an overview of your metrics like number of cases you created/resolved in the first interaction (FCR), incorrect classifications and average time taken for creating a case. Additionally, request a colleague to assist you with a case, and view your performance in detail. |
2 | My Task List | Get a list of your tasks and their statuses, search for a task, and update them. |
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 and update the customer profile. |
4 | Knowledgebase | Get a list of knowledge articles related to a case. |
5 | Case Management | Select a case from the list and view the associated activity details. You can also select an activity, and view its description and submitter. Additionally, export the list of cases, filter the columns that are visible, contact a customer by using different options available, provide feedback, and collaborate with other teams. In order to collaborate, select the case and click Collaborate. |