About Agents and Managers
Last updated
Last updated
Agents are users responsible for creating, processing, and resolving .
Agents' tasks may vary based on their roles. Some agents use the Calendar tool to book appointments, while others use the to serve customers and resolve cases.
There are two types of agents in Cubu:
Agents: Perform basic tasks:
Access units, process cases, and read data records.
Access the Agent Console, Calendar, and Data Management tools.
Perform actions on cases in their current unit.
Assign cases to themselves.
Power Agents: Have elevated permissions and can perform the following additional tasks:
Manage workspaces
Vacate workstations occupied by others
Assign/unassign other users to cases
Change case position in the queue
Add/remove inbox columns
Resolve cases locked by others
Return to queue cases locked by others
Manage appointments in calendars of accessible services
Has access to the Agent Console, Calendar, Data Manager tools
Agent Console: This is the main tool for processing cases waiting in inboxes. It also allows agents to create new case records and add them to their inboxes.
Calendar: Allows viewing avaialble calendars, viewing and booking new appointments.
Customers: Allows managers to search, create, and edit customer records.
Data Manager: Provides the ability to manage data records in a custom data table created by the administrator. These custom tables can store data that supports service processes.
Service Manager: Used to set service availability, manage calendars, monitor service demand, and monitor agent allocation.
Cubu Managers are users tasked with overseeing the ongoing service operations either throughout the entire organization or within specific units.
Unlike administrators, managers typically do not handle setup or configuration tasks. Their role focuses on ensuring seamless operations and maintaining a high level of service.
Depending on the organization, managers may collaborate with agents to resolve cases, support agents as needed, or manage daily operations.
Managers have access to the following tools, found in the Manager Tools toolbelt:
Customers: Allows managers to search, create, and edit customer records.
Case Browser: This tool enables managers to search for cases across the organization using various criteria and, if necessary, process them.
Data Manager: Provides the ability to manage data records in a custom data table created by the administrator. These custom tables can store data that supports service processes.
Service Manager: Used to set service availability, manage calendars, monitor service demand, and monitor agent allocation.
Working Hours: Lets managers define working hours for different organizational units.
Real-time Monitor: Offers real-time monitoring of metrics related to service levels.
Report Center: Provides tools for analyzing service levels, agent performance, and other historical data.