Introduction to Next Generation Agent Console
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Overview of the Next Generation Agent Console
Note: This article references the Next Generation Agent console and not the Classic Agent console. For more information, see Next Generation Agent and Classic Agent. For a training deck on the Next Generation Agent, please see here.
The Next Generation Agent console is the home of the universal inbox where agents handle cases. Cases come from different channels such as Email, Facebook, Twitter, organized into filters. Multiple agents work out of the same console; picking up, handing off, and responding to cases.
Within each case, there are details about the case, the company, and the customer. Agents can also perform searches on cases within the console.
Next Generation Agent Console Visual Guide
Below are visual overviews of the layout, explaining the main components of the Next Generation Agent console.
Click to enlarge:
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Get acquainted with the basics of the Next Generation Agent console:
Learn more about the different channels and ways to respond to cases:
- Handling Twitter Cases
- Facebook Cases
- Reply to a Case via Email
- Add a New Customer
- Case Forwarding
- Case Filters
- Erase Case Content
- Hide Messages in an Email Case
- Delete a Case
Learn about more advanced configurations and workflows:
Note: Some of these actions may require setup from an Administrator.
- Use Bulk Update with Multiple Cases
- Build Shortcuts with Macros
- Reset an Agent's Password
- Agent Console Search
- Use Liquid in your Macro Response
- Send Code in Your Reply
- Delete Attachments from a Case
- View Cases Based on Date Created