When we redesigned the app, we had four main audiences in mind.
1) The teams/people that provide support
2) The team lead, and
3) The team/person that manages the knowledge content
4) System administrators
Here we’ll cover a few new features for audience #1 that are aimed at helping teams keep track of conversations they’re having.
We took the “Mine” queue from the previous interface and we turned it into the home base of the app for each user. My Work is where you land when you first log in and it is a summary of all the Cases that you own, prioritized by what needs your attention first.
Cases are broken into groups so it’s always easy to find everything that needs your attention at any time:
Finally, at the top of the page we show a single unclaimed Case if any Team you are on has an unclaimed Case. You can always go to the full Case view to see all Unclaimed cases (more on this in the next email), but generally you can’t solve them all at once, so keep it focused just on the next one in the queue.
A challenge we’ve had historically is that we relied on notifications and badges to make sure we were quick to respond to customers. In addition to real time badging, we updated our statuses to make it more efficient to track what needs your attention. The new statuses are:
To make it easier to manage multiple live conversations like web chat or Connect sessions, we have added a quick toggle in the top nav bar for all your open chat conversations. This will show you which chats have new messages and allow you to quickly toggle between them.
In addition to organizing all the Cases you own, there is a new Insights panel on the My Work screen that provides stats on the total number of Cases you’re working, how many need your attention, how many you’ve solved, and a few other stats. These stats update in real time so you always know what your day looks like. We’ll continue to add more to the insights panel as we get feedback on what is most helpful. This panel also has a tab to access your Team Chat rooms.