Next Generation Agent Console Visual Guide

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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 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:

Next Generation Agent Filter View


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Get acquainted with the basics of the Next Generation Agent console:

Handle Cases

Learn more about the different channels and ways to respond to cases:

Advanced Agent

Learn about more advanced configurations and workflows:

Note: Some of these actions may require setup from an Administrator.