About Agents and Managers

What is an Agent?

Agents are users responsible for creating, processing, and resolving cases.

Agents' tasks may vary based on their roles. Some agents use the Calendar tool to book appointments, while others use the Agent Console to serve customers and resolve cases.

Types of Agents

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 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.

What is a Manager?

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.

Manager Tools

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.