Agent Dashboard shows each customer service agent a view of their own assigned issues.

Issues may be assigned to an agent: 
  • automatically, as the result of an administrator’s if/then logic for segmentation through automations, bots, and auto-assignment. 
  • manually, by the agent’s supervisor, an administrator, or another agent.
  • manually, when the agent self-assigns it from their group’s backlog of unassigned issues.
 The agent, in turn, can reassign an issue to a bot or agent or reroute it to a queue.