Agent Workflow Guide - Helpdesk
- In the Wavity platform, agents can resolve, escalate, and reassign tickets, as well as communicate directly with end users through conversations.
- Note: The steps provided serve as sample instructions and can be customized based on specific requirements; however, the core workflow will remain the same.
- When an agent logs in with their credentials, they can view the agent dashboard as shown in the image.
- Agents can view the tickets assigned to them and communicate directly with the end user through the Conversational UI. Select the record details popup to view the ticket in detail.
- Agent can add Public, Private Notes to the ticket and execute the Macro to the tickets.
- Public Notes: Everyone in the conversation can see these notes
- Private Notes: Only selected people can see these notes.
- Agents can reassign tickets to other agents and escalate the tickets up to three levels, selecting the option from dropdowns.
- Agent can create or assign a task to other agents in Tasks tab.
- Agents can assign tasks to other agents using the 'Assigned To' field, specify the start and end dates, and complete the other required details.
- When selecting 'Closed' status, the agent must enter closure notes, close status, and 'Closed By' details.
- In the Time Capture section, you can view the response time, resolution time, and the status of the ticket.
