This documentation supports the 23.3 and consecutive patch versions of BMC Helix Customer Service Management.To view an earlier version, select the version from the Product version menu.

Navigating Team Leader Workspace

As a team leader, monitor cases and agent performance. You perform tasks that help other agents to proceed with their cases.

Use this workspace to perform the following tasks:

  • Monitor and evaluate the performance of an agent
  • Manage cases by performing actions individually or in bulk
  • Approve or reject solutions or knowledge articles that agents proposed
  • Create cases
  • Grant essential approvals
  • Assign tasks
  • Monitor critical cases
  • Manage global cases

Overview of Team Leader 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

Team Leader Workspace

Create new cases, assign tasks, view available agents and get access to insightful dashboards. 

Additionally, you can:

  • Get an overview of new cases, open cases, completed cases, reopened cases, wrong classifications and cases escalated to IT/NOC
  • Get latest updates on global cases and other notifications on the scrolling ticker
  • 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

Select Group

Select a group to view associated cases, agents, approvals, and proposed knowledge articles.

Important: A team leader may be responsible for supervising multiple groups.

3

Case Monitor

Monitor the threshold of certain crucial cases that can have a major impact on business. 

4

Activities

Monitor cases and perform necessary actions on them, provide approvals and evaluate agent performance. 

  • Critical Cases—View cases that are at the critical stage.
  • Case Management—Amend and carry out tasks in bulk using this tab. Depending on the type of action taken, you can assign, resolve and close cases in batches. To perform an action, select the cases and click Case Actions. 
  • Approval Process—View cases that are sent for approval and approve or reject them. 
  • Agent Performance—Get a summary of each agent's performance in terms of their case scores, soft skills and availability.
  • Knowledge Base—View all knowledge base articles that were proposed, published, scheduled, expired and rejected.
  • Global Cases—A global case is automatically created once an issue crosses the threshold of cases created. The agent is responsible to associate individual cases to the global case, during the case creation process. If necessary, the agent might choose not to associate a case, which is then listed as a potential associated case. Any potential associated case may, at any point be linked to the global case by the team leader.
    The team leader can perform different actions to modify the case. Additionally, the team leader can escalate the case to IT or NOC. After the issue is resolved in BMC Helix ITSM, the team leader can resolve the case in BMC Helix Customer Service Management.
    If required, the team leader can also manually create a global case.

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  • Bulletin Message—The team leader can use the Add Bulletin Message option to broadcast messages or crucial information to an individual, a group, or to everyone. Broadcasted messages appear on the scrolling ticker.

 

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