Assigned Work Card

Enabling this feature

SmartAgent permission changes

If you wish to use the Assigned Work Card you will need to enable it within SmartAgent Permissions. Select the appropriate role (e.g. “Agent”) and enable the “Assigned Work card” display

Assigned Work Card in SmartAgent

Once the Assigned Work Card feature is enabled, when an Agent logs into SmartAgent their Assigned Work Card will show on the right side of the screen. It will show their current Routing Profile and any channels that have been enabled as part of that Routing profile. As they are in an Offline status the channel symbols are crossed out, meaning that they will not be receiving any inbound contacts from these channels.

The Agent will only see the channel icon if that channel has been enabled within their Routing profile. So if they only have access to voice calls they will only see a Telephone icon. If they also deal with chat they will see additional icon for chat etc.

When the Agent is ready to start receiving contacts and changes their status to “Available” the Assigned Work card symbols will no longer be crossed out, to show the agent they can be receiving contacts from those channels.

If presented with an opportunity to accept or reject a contact the Assigned Work Card will not change until they have chosen to accept or reject it. If Agents are set to auto answer contacts then the Assigned Work card will amend as soon as contacts are presented to the Agent.

As voice is limited to one current call at a time - when a voice call is answered the agent will see that their Assigned Work Card has amended to show that their Voice channel is at capacity as they are engaged on a voice call. They will however still be able to receive other inbound contacts as Tasks / emails or chats as defined in their current Routing Profile. The current phone contact has it’s own contact card marked with the telephone icon and the details of the call. This will allow the agent to move between different contacts as required if they receive concurrent contacts.

So while the agent is on the voice call they may receive another contact which will be presented to them as an additional contact card (in this example with the accept /reject option enabled)

The agent can move between contacts by highlighting each tab. This will also the change any supplementary information in the screens below to reflect the different contact details. Chat and Tasks can have multiple ongoing contacts and the card will reflect this as the capacity for that channel set in the Routing profile is reached. So in this example when the Agent gets a second email contact they have reached their capacity for tasks and no further tasks will be presented. This will be shown onscreen as a crossed out icon.

As each Contact is ended the card will go into the appropriate After Contact Work (ACW) screen for the contact this will also show as a greyed out contact card. The agent can move between completing the ACW screen for one contact and moving to a current live contact by selecting the relevant contact card, just as they did to move between live contacts.

Once they have selected the “finish Wrap up” button on the ACW screen the Assigned Work card will reflect this change so the Agent knows they may now receive that type of contact.

“Next” Status and Assigned Work card

If an agent is approaching a lunch break and uses the Status dropdown to select their “next” status, this will be shown in the Assigned Work card with the channels being crossed out to mean the agent will receive no more new contacts on any of the channels in their Routing profile. They will still have to complete any current contacts and complete any ACW screens and wrap those up. Once all current contacts have been wrapped up the status will change to their selected “Next” status.

“Missed” or “Reject” Status and Assigned Work card

If an agent rejects a call or misses a call they will have a missed / rejected contact card on the screen. The Assigned Work card will also show this as all channels crossed out.

The Agent will need to clear that rejected or missed contact card by clicking on the red “X” on the contact card. Once cleared, new contacts will be sent to the Agent.