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Components: Agent Dashboard
Components: Agent Dashboard

Explaining the controls of the agent dashboard and how to process tickets.

Jumana avatar
Written by Jumana
Updated over a week ago

The agent dashboard is used by the agents or the person who is responsible for processing and serving tickets at a branch. You can access the agent dashboard from Navigation menu -> Tickets.

The tickets page is as follows:

  1. Status Switch:
    Indicates the availability of the agents to serve tickets. The status should be ON when the agent is ready to server tickets and should be switched OFF when the agent is away. Every time the agent tuns the Switch ON or OFF it will be logged and shown in the agent's report.

  2. Desk Selector:
    Agents should select the right desk for them, because each desk has a different configuration from the other that includes assigned services and services priority. Also each desk has a label that will be part of the announcement on the TV (Ticket number A001 go to desk X) once a ticket is called. To avoid confusion the selected desk should match the desk that the agent is sitting on. 

  3. Current Ticket:
    This is the number of the ticket that the agent is currently serving. The serving time counter is also displayed for the agents to measure time they are spending with the customer.

  4. Next Ticket:
    This is the next ticket to be called by the agent.

  5. Next Button:
    The next button calls the next ticket. the ticket will be moved to the current ticket and it will be announced on the TV. If the agent already is serving a ticket (current ticket is not empty), clicking Next will mark the ticket as done and immediately call the next ticket. If the queue is empty (no next ticket) the current ticket will just be marked as done.

  6. Recall Button:
    The recall button will re-announce the current ticket in the TV. the is no limit on the number of recalls 

  7. No-Show Button:
    Marks the current  ticket as no-show, when a ticket is called and recalled but the customer doesn't show up, the ticket should be marked as done. It is important to mark tickets as no-show in this case because if the ticket is marked as done it will be considered as a transaction and it will affect the average serving time of the service. For example, for a service it takes around 10 minutes to complete the transaction, and the agents are marking no-show tickets as done while those transactions are around 30 seconds. This will cause inconsistencies in the average serving time with time

  8. Done Button:
    Marks the current ticket as done. When the agent is finished serving the customer he/she should click the done button. Unlike the Next button, the done button will only mark the current ticket as done without calling the next ticket.

  9. Transfer Button:
    The ticket can be transferred to another service and another agent. Agents can also decide whether to place the ticket at the end of the queue as if the customer got a new ticket or queue him/her as next to be served.

  10. Remaining Tickets List:
    The agent can view the list of the remaining tickets in the queue by clicking this button.

  11. Transfer Log:
    The agent who calls a transferred ticket will be able to see the transfer log by clicking this button.

Transfer menu:

Transfer Log:

Remaining Tickets Log:
The agent can selectively call a ticket from the list by clicking the green arrow button next to the ticket number.

While the agents serve the tickets, they can hold tickets in order to call them again later in case the customer need to be somewhere else or need to fill some paperwork for example. This option can be enabled from the “configurations” menu from the left sidebar -> then it will appear in “Tickets” page.

Agents can call these tickets again from the “Remaining log” > tickets on hold, available on the top right side of the page.

In addition, agents can add private note for each ticket they serve in case they need to add some details to the tickets to refer to it in the future from the reports. These notes will be showing in “Ticket Journey” reporting module. This option can be enabled from the “configurations” menu from the left sidebar -> then it will show in “Tickets”.

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