Introduction to Helpdesk

What is it? 

• Purpose: Helpdesk is our agent and manager workspace. Here agents can handle conversations transferred from the bot, and managers can have an overview of what’s going on in their teams, both in real time and with historical reporting. Helpdesk consists of the following sections: Inbox, Case Archive, Realtime Dashboard.
• Value: 
  
  • Agents handle tickets/conversations, chat with customers, and resolve or discard cases.
  • Managers/admins manage projects/queues, assign their agents workforce to those queues, configure SLA thresholds and related settings and monitor through Analytics.

Key Concepts 

• Inbox: The main tool that agents will use in their daily messaging operations.
• Case Archive: ​​Reporting and history section: here agents, managers & admins can search for, inspect, and export past and current cases. All this information can be used for reporting purposes. 

Realtime Dashboard: Live monitoring tool designed for managers and admins to oversee their teams' performance and operational status in real time