Agent Console Basics
Last updated
Last updated
The Agent Console is the primary tool for managing and processing cases in your inboxes.
A case represents a customer, an appointment, or an issue that needs to be resolved. Inboxes contain the cases to be processed.
Before you can use this tool, you need to choose your current organizational unit.
It is a common practice to assign agents to multiple inboxes. This is achieved by creating a Workspace in the Agent Console and adding inboxes to that workspace.
A workspace is automatically selected when you enter the Agent Console. The inboxes you are processing are listed on the top left-hand side of the tool.
To call a case from your inboxes, click the "Next" button.
Cubu will select a case from the inboxes in your current workspace based on its priority, position in the queue, and the amount of time it has been waiting.
Once selected, a new Case Tab will open, displaying all the relevant case details.
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The My Cases panel lists Active and Assigned cases.
Active cases are the cases you are currently serving. A case becomes active when you start service (by clicking Next on the console, inbox, or Start from the case's context menu.
When a case is assigned to an agent, it means that the agent is responsible for processing that case. Only the assigned agent can serve the case, and other users who are working on the same inbox will not be able to access it.
Agents have the ability to assign cases to themselves, while Power Agents can assign cases to other agents as well.
In face-to-face service scenarios, we often want to direct customers to the agent who called them. To achieve that, agents need to specify their current workstation.
To select your current workstation, click on the My Workstations button to open the My Workstations dialog.
The dialog lists the available workstations and the agents currently occupying them. Choose your current workstation. When you finish your work, remember to vacate the workstation.
Cubu allows for scenarios where a single agent provides service in multiple workstations. For instance, a doctor may need to move between two examination rooms.
In such cases, when you select multiple workstations, the behavior of the Next and Start buttons changes. Once you click on the button, you will need to choose where to start processing the case, as shown in the screenshot below:
The working area is organized into tabs. The console supports the following tab types:
Provide detailed case information and provide tools for editing, processing, and resolving the case.
To open a case tab, call a case using the Next button, create a new case in an inbox, click a case in the My Cases panel, or double-click a case in the inbox tab case list.
You can open multiple case tabs.
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The inbox tan lists the cases currently in the inbox and allows you to create new cases and perform case-related tasks.
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Click on the Workspace Settings button to show this tab where you can manage and edit workspaces: create and delete workspaces, add and remove inboxes to a workspace, and configure inbox priorities.
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