(Sample) Navigating Frontliner Console
As a frontline agent, you can access Frontliner Console to interact with customers and understand their requirements. Use the console to perform the following tasks:
- Create a new case
- View a summary of the customer and case details
- Manage your list of tasks
- Request feedback from a customer
- Send an email, send an SMS, or place a phone call to contact a customer
- Review your own performance
- Collaborate with other teams
- Review existing cases
- Request assistance from colleagues
- View the 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 a case, get an overview of your cases; for example, number of cases you resolved in the first interaction (FCR). Additionally, request a colleague to assist you with a case, and view your performance. |
2 | My Task List | Get a list of your tasks and their statuses, search for a task, and export the task list. |
3 | Customer Profile | Get a brief overview of a customer and their associated details; for example, lifetime value of a customer (Customer CLV), loyalty and satisfaction score of a customer (NPS Score). Additionally, search for a customer, update the customer profile, and contact the customer. |
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, request for customer feedback, and collaborate with other teams. |