Team Member

Team Member refers to a registered member on the Omni-Channel who is governed by the same set of rules. These team members are designated exclusively for Supervisors. To learn more about team members, you can visit this page. The following are the functional features of a team member:

• View Active Member

• View Rules

• Change Status

• Filter Ticket

• Kick User

• Update Team Member

• Search Active Member

View Active Team Member

This feature helps Supervisors to see all the team members. On the bottom right of the supervisor dashboard, you will see the active member at the top of the list.

View Rules

This feature helps Supervisors to see which channels are assigned to each Agent. To access this feature, the Supervisor can select the team member they wish to view and then click the 'View Rules' button (). A pop-up will then appear, displaying the rules that have been set for the selected Agent, as shown in the image below.

Change Status

This feature will help Supervisors to manage productivity and act on real-time data by updating incorrect agent statuses (for example, if the agent’s working hours have finished and forgot to log out, or is available but his/her status is displaying as inactive).

In the list of team members, you can change the agent status. Select a member and click the 'Change Status' button (). Then, you will see a pop-up of availability status, select the status and click the 'save' button ().

Filter Ticket

This feature helps Supervisors to monitor their team performance like seeing tickets being worked on by team members.

To begin, you can go to the customer support page. On the list of active team members, select team members, and click the 'Filter' button ( ). If successful, you will see the button becomes green, and all tickets that are being handled by the team members that you are selected.

Kick User

Supervisors can manually kick the Agents or team members from Omnichannel. For example, when an agent forgets to log out, this is the role of the Supervisor to kick the agent from the omnichannel. Click the 'Kick User' button () on the member.

Update Team Member

The status of team members will automatically be updated if there is a team member who makes changes to their status. Keep your records up to date of the team member, by clicking the 'Update Team Member' button ( ).

Search Team Member

In the search column, type the name to find a team member. For example, find team member ‘Fortuna‘ such images below.