Decouple Channel Management dependencies from WFO
Summarize
Summary of Decouple Channel Management dependencies from WFO
Channel Management is a vital tool that enables users to monitor ongoing work and track agent performance. This update decouples Channel Management from the core Workforce Optimization (WFO) modules, allowing it to be deployed independently. This modular deployment supports independent updates or scaling of Channel Management without affecting other workforce engagement capabilities.
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When installed as a standalone module alongside Agent Workspace, other WFO modules are disabled to focus on Channel Management functionality.
Key Benefits
- Independent Deployment: Channel Management can be deployed separately, offering greater flexibility and control over its use and updates.
- Reduced Inter-Module Dependencies: Decoupling minimizes dependencies between modules, enhancing overall system stability.
- Enhanced Scalability and Maintainability: The new modular architecture simplifies management and expansion of Channel Management.
- Streamlined Future Upgrades: Updates can be applied to individual modules more smoothly and efficiently without impacting others.
Roles and Access
Access to Channel Management within Agent Workspace is governed by specific roles that allow users to operate independently of the full WFO suite:
- snchannelmgmt.admin: System Administrators create and manage customer care assignment groups, channel configurations, and assignments.
- snchannelmgmt.user: Managers can access Channel Management via Agent Workspace with role-based visibility to handle channel activities without requiring full WFO access.
- sncsm.manager: Supervisors can use Channel Management capabilities in Agent Workspace independently, allowing effective oversight of service channels.
Agent Workspace has been updated with a new Channel Management menu icon for users with appropriate roles to access service channels and allocate work items under the Queued Work table.
Demo Data and Validation
Demo data is provided within Agent Workspace for roles such as snchannelmgmt.admin to demonstrate Channel Management features. This setup includes creating customer care groups, assigning roles, and managing inbound communications effectively. Users can interact with the demo data to explore functionalities and validate proper group creation, member assignments, and role-based access.
Decouple Channel Management from core Workforce Optimization (WFO) modules to support modular deployment, enabling independent updates or scaling of Channel Management without impacting other workforce engagement.
Overview of decoupling channel management
- Independent Deployment: Channel Management can now be deployed independently, allowing for greater flexibility and control.
- Reduced Inter-Module Dependencies: The decoupling reduces dependencies between modules, enhancing system stability.
- Enhanced Scalability and Maintainability: The new architecture improves scalability and maintainability, making it easier to manage and expand.
- Streamlined Future Upgrades: Future upgrades for individual modules can be streamlined, ensuring smoother and more efficient updates.
Roles and Responsibilities
| Role Name | Description |
|---|---|
| sn_channel_mgmt.admin (for group manager) | The System Administrator creates a customer care assignment group and manage channel configurations and assignments. |
| sn_channel_mgmt.user (for the additional manager) | The Manager can log into Agent Workspace and access the channel management module through role-based visibility, such as the sn_channel_mgmt.user role. The Manager can utilize Channel Management in Agent Workspace
independently of the full WFO suite. For more details see Configuring groups in Workforce Optimization for ITSM |
Channel Management (New Menu in Agent Workspace)
Role: canvas_user and sn_channel_mgmt.user.
Agent Workspace is updated with a new menu icon ChannelManagement. Admin or user can see and access channel icon on the left pane for channel management in the Agent Workspace. On selecting the new channel menu icon, you can view the service channels. Admins can allocate the work items under Queued Work table, to respective group members.
Channel Management Capabilities for Supervisor Persona
Role: sn_csm.manager.
Enabling the channel management capabilities for the supervisor persona in Agent Workspace allows access to channel management without the need for the full WFO suite. The Manager can log into Agent Workspace and access the channel management module through role-based visibility, such as the sn_channel_mgmt.user role. This ensures that the Manager can use Channel Management in Agent Workspace independently of the full WFO suite.
Demo Data for Channel Management in Agent Workspace
Role: sn_channel_mgmt.admin.
Setting up demo data in Agent Workspace to showcase Channel Management features. The personas involved are an Agent and a Supervisor. The Supervisor creates a customer care assignment group and manage channel configurations and assignments. This group is associated with the customer care chats queue to manage inbound communication effectively. The demo data is provided within Agent Workspace, allowing users to view and interact with it to explore Channel Management functionalities. The validation process includes checking the addition of the new customer care group, populating group members, assigning roles, and ensuring all sections function properly.
For more information on channel management for customer service in workforce optimization, see: Channel Management in Workforce Optimization for Customer Service