📦Aug. 2024 Release
Last updated
Last updated
Released Sep. 1, 2024
This new module allows organizations to track agents' attendance and availability. Once enabled, agents must "clock in" before using the Agent Console and Calendar.
When agent tracking is active, a badge indicating the agent status is added to the user avatar on the right-top corner, and an entry is added to the user menu, allowing agents to change their status.
Agents can indicate when they are unavailable to serve customers by changing their status to "Unavailable" and specifying the reason (e.g., in a meeting, on a break, performing back-office tasks, etc.).
Managers get a real-time view of the agents in their current unit and their statuses.
Agent tracking is an optional module. To enable it, go to Admin Tools -> Settings -> Workforce Management and check the "Track agent attendance and availability" box. Add the user groups you want to track. Check the "Allow clocking out while actively processing cases" option to allow agents to clock out while working on cases. This is useful when case processing is long, and agents work on cases across multiple shifts.
When Agent Attendance Tracking is enabled, agents must clock in before using the Agent Console, Calendar, and Case Browser. Agents should clock out when they finish work.
Trying to access these tools while Away shows the following message:
When clocking in, users can choose their current unit. Users can specify the reason for clocking out (the end of the shift is the default reason).
Agents can set their status to "Unavailable" when they cannot serve customers. When changing the status to "Unavailable," agents must choose the reason for their unavailability. Supported reasons are being on a break, meeting, doing back-office work (see below), or "other".
When agents change their status to Unavailable and choose "Back-office work" as the reason, they must specify the back-office task they are performing.
The list of back-office tasks is managed in Admin Tools -> Service -> Organization -> Back-office tasks (updates require the Service Admin role).
This widget shows real-time agent status in the selected unit (or subtree).
Online: The number of clocked-in agents (in any status).
Active: The number of agents currently processing cases.
Available: The number of agents available for processing cases.
Unavailable: The number of unavailable agents.
This widget shows the unit workload, i.e., the ratio between the number of waiting and pending cases and the number of online agents in the unit.
(An online agent is a clock-in agent in any status - Available, Active, or Unavailable).
Set warning and critical thresholds in Manager Tools -> Service -> Organization -> Settings to indicate when the workload is high.
Two new buttons were added to the Real Time Monitor: Expand and Full Screen.
The Expand button expands the widgets area to utilize the full width of the screen.
The Full-Screen mode maximizes your viewing area by hiding all the navigation panels, toolbars, and other interface elements. When you activate this mode, the browser will expand to cover the entire screen, leaving only your viewing content visible. This can be particularly useful when displaying information on a large monitor or a big screen, such as in a meeting room, office lobby, or control center.
The following new columns are now supported in the unit breakdown tab:
Online Agents
Active Agents
Unavailable Agents
Workload (cases/agents ratio)
The Agent Status widget provides real-time information about agents in the current unit, displaying the agent's status, workstation's status, and time in status.
Note: You need to be in the Unit Manager role to view this widget
Users can now choose the widgets to show on the dashboard and their order.
The following information was added to the Appointments widget:
Delayed appointments in the warning range
Delayed appointment in the critical range
These values are shown when the value is greater than zero. The thresholds are configured in the Service tool -> Organization -> Settings.
The case browser now provides a full view of the case form, including all side panels, similar to the Agent Console.
Users can now act on cases returned from searches in the Case Browser. This functionality allows users with the Case Manager role to work on cases without using the Agent Console, allowing them to process cases in any organizational unit and inbox.
The case browser supports all standard actions, such as starting a service, updating fields, resolving cases, moving to another inbox, adding notes, and more.
This new feature enables authorized users to work on cases from any unit and in any order, opening up a wide range of new use cases.
Note: When Agent Tracking is enabled, Case Managers must clock in and be in the Available or Active status to perform case actions.
New methods were added to the Agent Impersonation API to support agent attendance and availability operations:
Clock-in/Clock-out
Update status to Available/Unavailable
The new Organization API provides global-scope methods:
List users
List back-office tasks
For more information, please refer to the S2S API Guide.
Cubu reports have been redesigned and developed from scratch to provide better accuracy and more insights.
Main improvements:
Relative-date filters replace range filters for a better user experience.
Using local time (instead of UTC) when analyzing and visualizing data.
Hierarchical organizational unit analysis and aggregation.
Customizable thresholds can be set to remove outliers that could affect the accuracy of your data.
Filter cases by tags.
A new agent attendance report will analyze and compare the agents' attendance and availability time.
Files uploaded to Cubu are now quarantined for validation and security scanning. Once they pass inspection, they are moved to their final destination. This new feature involves minor changes to the user experience when uploading profile pictures and certificates.
The toolbelt picker design was enhanced for better clarity and additional text space.
Organization-tree Nesting Level: Starting this release, organizational units can be nested up to 9 levels.
