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Admins: Desk Center

A series for your company's administrator: set up a board for your team's follow-up work, and make the calls that leave work behind turn into tickets on it by themselves. Watch them in order: the second video uses the board the first one creates.

2 videos · about 1¾ minutes.

The videos use fictitious demo data: the company "Acme Dental" and its users. The queue is the reception queue from Admins: Contact Center. What the agent sees is in Users: Contact Center Agent, video 6.

1. Desk Center and Your First Board

55 s

What the video covers:

  • Opening it: Desk Center in the Portal's top bar opens it in a new tab.
  • Getting started explains how the pieces fit together: a call arrives, the agent takes it, and the disposition they pick decides whether it becomes a case, and on which board.
  • A board from a template: Start from a template › Use Customer support. Desk Center shows what it will create, and nothing is written until you press Create it. New work then lands on that board by default.
  • Your own words: Workflows › the board › + New column, here "Waiting on insurance", with what it means (In progress). The arrows move it to where it belongs.
  • Boards shows the new board, empty until calls are routed to it.

2. Calls That Create Tickets

46 s

Up next: the agent's side

See a call become a ticket, from the agent's seat: Users: Contact Center Agent › From a Call to a Ticket.

What the video covers:

  • Dispositions: what each one creates. Most should create nothing: a booked appointment is already done.
  • + New disposition: a name ("Needs follow-up"), a description and a colour, offered to agents. It is added to the Portal's dispositions too.
  • What it creates: Whichever board the queue says makes a case on the board the call's queue points to. Press Save on the bar that says the change is not saved yet.
  • Call routing: point each queue at a board, here reception › Customer support, and Save.
  • From then on, a call wrapped up with Needs follow-up lands on Customer support as a case.

More detail: Desk Center initial setup.