Agent Workflow Guide - Helpdesk

Agent Workflow Guide - Helpdesk

• In the Wavity platform, agents can resolve, escalate, and reassign tickets, as well as communicate directly with end users through conversations.
• Note: The steps provided serve as sample instructions and can be customized based on specific requirements; however, the core workflow will remain the same.
• When an agent logs in with their credentials, they can view the agent dashboard as shown in the image.

• Agents can view the tickets assigned to them and communicate directly with the end user through the Conversational UI. Select the record details popup to view the ticket in detail.

• Agent can add Public, Private Notes to the ticket and execute the Macro to the tickets.
  1. Public Notes: Everyone in the conversation can see these notes
  2. Private Notes: Only selected people can see these notes.

• Agents can reassign tickets to other agents and escalate the tickets up to three levels, selecting the option from dropdowns.

• Agent can create or assign a task to other agents in Tasks tab.

• Agents can assign tasks to other agents using the 'Assigned To' field, specify the start and end dates, and complete the other required details.

• When selecting 'Closed' status, the agent must enter closure notes, close status, and 'Closed By' details.

• In the Time Capture section, you can view the response time, resolution time, and the status of the ticket.

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