Navigating Resolver Console
As a resolver agent, you are responsible for working on a case and resolving it by performing essential administrative, support, and clerical activities. You handle tasks associated with resolving the case quickly and effectively within the given Service Level Agreement (SLA)/Operation Level Agreement (OLA).
Use the console to perform the following tasks:
- Create new cases
- View a list of assigned cases
- Accept new cases from the assignment pool
- View a summary of the customer and case details
- Review your own performance
- Collaborate with other teams
- Request for assistance from colleagues
- View the knowledge base
Overview of Resolver 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 | Resolver Console | Create a case, add cases from the pool using Next Case, get an overview of your metrics like number of cases you created/resolved in the first interaction (FCR), incorrect classifications and average case handling time (ACHT). Additionally, request a colleague to assist you with a case, view customer 360 and view your performance. |
2 | My Assigned Cases | View the information about cases assigned to an agent. |
3 | Customer 360 Profile | Get a brief overview of the customer profile with details like customer segment, email, personality type, status, etc. |
4 | Case Details | Get a brief overview of the case with case classifications and assigned group. |
5 | Knowledgebase | Get a list of knowledge articles related to a case. |