Manage service channels and queues
Manage your agents' on-going work against every queue. Monitor the incoming data of the service channels and track real-time performance of your direct reporting teams and additional managing teams using key performance indicator reports in service channels and queues.
Antes de Iniciar
Role required: sn_wfo_cfg_ws.manager
Por Que e Quando Desempenhar Esta Tarefa
The work item views display the list of pending and queued work items from all channels and queues. Drill down into the specific record to get an idea of how much work is at-hand within the team on various channels and queues pertaining to the assignment groups. The work item is allocated to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Using channels and queues, managers at a glance can gain visibility into the team‘s on-going work, quality of service, and improve agent performance and end-user experience.