Agent experience

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Important

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Note

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Agents are able to serve customers across all channels from a consistent, easy-to-learn interface. By providing a consistent experience regardless of the support channel, service organizations are able to maximize agent productivity as well as reduce training needs. The ability to handle multiple sessions simultaneously while preserving customer context allows agents to resolve issues faster and meet the KPI goals of the organization.

Key capabilities for agent experiences include:

  • Rich multisession experiences for enhanced agent productivity delivered using Unified Service Desk.
  • Contextual 360-degree view of customer.
  • Contextual view of the current issue.
  • Recent interactions with the customer.
  • Presence control for efficiently managing work distribution.
  • Screen-pops and notifications.
  • Search, preview, and sharing of relevant knowledge articles within the context of a session.