Resolver Console
The resolver agent is the backbone of a case journey and is responsible for various types of administrative, support, and clerical activities that are essential to the case journey. While the frontline agent is responsible for interacting with the customer and creating the case, the resolver agent handles tasks associated with the resolving the case.
The Resolver Console allows agents to see all of the existing cases that have been assigned to him/her and accept additional cases from the pool. In addition to creating and amending cases, the agent can request for supervisor help, view the knowledge base, review their own performance, collaborate with other teams and much more.
Overview of the Resolver Console
The following image shows the different UI elements in the console's header:
The following table describes the UI elements on the console:
UI element | Description |
|---|---|
Next Case | To add a case from the group pool in the agents list of existing cases, click Next Case. If there are no cases left in the pool, a message stating 'Records Not Available In The Pool' will appear. |
New Case | To open the Case Creation Console, click New Case. The New Case option enables the agent to create a new case by gathering all necessary details such as Customer Information, Case Classification, Additional Details and First Contact Resolution. |
Customer 360 | To open the Customer 360 Console, click Customer 360. A full 360-degree details of the customer is provided by the Customer 360 Console. |
My Performance | To open the Agent 360 View, click My Performance. The agent can glance through his/her performance on this console by checking monthly case scores, soft skill scores, training, badges and login details. |
Supervisor Help | To seek for advice/help from the supervisor, click Supervisor Help |
Advanced Search | To perform an advance search on cases, click Advanced Search. |
Created Cases | Displays the number of cases created by the agent |
FCR | Displays how many cases the agent resolved on the first contact itself. |
ACHT | Displays the average time the agent takes to handle a case. |
Reopen | Displays all the cases that were reopened. |
Wrong Classification | Displays all the cases created by the agent that were wrongly classified. |
Select Group | The agent can belong to multiple groups. Select the relevant group from the dropdown which needs to be worked on. |
My Assigned Cases
This table will display all information about the cases assigned to the agent. The information available is as follows:
Column titles | Description |
|---|---|
Case ID | Displays the unique ID of the case |
Case Status | Displays the case status indicating if the case is still open, assigned, WIP, resolved, closed, etc. |
Customer Status | Displays the customer status, if it is an active, potential or lapsed customer. |
Customer ID | Displays the unique ID of the customer |
Customer Segment | Displays which segment the customer falls under. There are 4 segments available: Gold, Silver, Platinum & Standard |
Customer Type | Displays if it is an Individual and Corporate customer |
Displays the customer's email id | |
Full Name | Displays the customer's full name |
Nationality | Displays the customer's nationality |
Collaborate
This option enables the agent to collaborate with other groups to fulfill customer requests. To collaborate, perform the below steps:
- In the My Assigned Cases table of the Resolver Console, enter the required case ID in the search field and press Enter or select the required case from the list.
- Click the Collaborate button.
- On the Collaborate Action panel, select group names from the Available Groups section.
- To add comments for the collaborator to view, in the Comments field, add comments, and then click Add.
The collaboration function is activated. - To close the panel, click Close.
Customer 360 Profile Summary
This section will contain high-level details of the selected customer, allowing the agent to receive a rapid overview of the customer as seen in the following image:
The following table describes the UI elements:
UI element | Description |
|---|---|
Customer ID | Displays the unique ID of the customer |
Customer Segment | Displays which segment the customer falls under. There are 4 segments available: Gold, Silver, Platinum & Standard |
Customer Since | Displays the year since the company started interacting with the customer |
Full Name | Displays customer full name |
Primary Contact No. | Displays the customer's primary contact number |
Displays the customer's email id | |
Customer Status | Displays the customer status, if it is an active, potential or lapsed customer. |
Preferred Contact Time | Displays the customer's preferred contact time during the day |
Preferred Contact Mode | Displays the customer's preferred mode of contact (email or SMS) |
SLA Status | Displays the SLA status |
Case Details
This section will contain high-level case details, allowing the agent a glimpse of the case as seen in the following image:
The following table describes the UI elements:
UI element | Description |
|---|---|
Category | Displays the case category |
Type | Displays the case type |
Item | Displays the sub-type |
Summary | Displays a summary of the case in a few words |
Severity | Displays the severity of the case |
Case Status | Displays the case status indicating if the case is still open, assigned, WIP, resolved, closed, etc. |
Assigned Main Group | Displays the name of the main group to which the case is assigned. Cases are auto-routed to skilled groups based on the case details |
Assigned Sub Group | Displays the name of the sub group to which the case is assigned |
Resolution Code | In case of FCR, the resolution code will display here |
Other Details
The following table describes the UI elements:
UI element | Description |
|---|---|
Services/Packages | All active and inactive services & packages used by the customer will be listed in this space |
Knowledge base | All knowledge articles that are relevant to the case are visible in this section for the agent's view |
