What Can I Do on the Dashboard?

Introduction

The Agent Inbox is composed of two main screens in which most of your time will be spent. 'The dashboard' and the 'Conversation view'. In this articles we will provide an introduction to the dashboard.

To find more information on the conversation view, please find view:

• How do I navigate the conversation view?

Dashboard elements

The dashboard is comprised of various elements that let's you effectively handle customer inquiries with your team and across teams.

Brief overview

1. This element is the 'Status indicator', this element indicates the status of the agent, and effects the routing of conversations.

2. This element is the 'Inboxes section', this element shows the agent conversations in various inboxes, for example their personal inbox, team inbox and specific inboxes.

3. this element is the 'Filter inbox section', the filter can be used to find conversations across inboxes by applying filters.

4. this element is the 'Search bar', this can be used to search for conversations, orders or profiles. This is a useful tool for finding the information you are looking for within the Agent Inbox.

5. this section is dedicated to "Dashboard widgets', these provide effective tools for handeling inboxes and show information regarding your operational performance.

6. This element highlights the 'Conversation tabs', this element is used to navigate between opened conversations and the dashboard, allowing the user to effectively work in multiple conversations in paralel.

7. This element highlights the 'Instant workload indicators', these are used to indicate the capacity and workload on instant channels (including native voice). As instant channels require immediate attention, these indicators provide realtime feedback on the status and workload in these types of channels.

Learn more

To learn more about the individual elements within the dashboard, please view the following knowledge centre articles:

• How do I use statuses?

• How do I use my inboxes?

• How do I use inbox filtering?

• How do I effectively use search?

• How do I use my dashboard widgets?

• How do I use and manage my conversation tabs?

• How do the (Instant) workload indicators work?