Personal Dashboard

A personal dashboard is accessible via the "M" icon in the left menu bar.

The agent can customize the dashboard by selecting modules, viewing their own and the department's cases, and adjusting menu colors.


Available options include:

• "My Cases" –                        Overview of the agent's cases.
• "My Scheduled Cases" –     Displays upcoming tasks.
• "Recent Unread                   Emails and Messages (Top 100)" – Overview of new messages for the agent, department or my team.
• "Recently Updated Cases   (Top 100)" – Displays recently updated cases.
• "Free text field for today's tasks.
• "My Cases Trend"                visualization – Graphical representation of case history.
• "My Case Status"                 visualization – Overview of cases based on status.

•  "Assigned task"                   Tasks belonging to cases where you are assigned as an agent.




Flott! Her er en mer profesjonell og kortfattet versjon, tilpasset brukermanual eller app-tekst:

Module Management

  • Add Modules: Add new modules via the module menu.

  • Change Menu Color: Adjust the module menu color using the three dots on the menu bar.

  • Remove Modules: Remove modules through the three dots on the module's menu bar.

  • Group Overview: In some modules, data can be grouped by user, agent status, or customer.

  • Move Modules: Drag and drop modules using the handle icon on the menu bar.

  • View Options: Some modules allow filtering by department, "Me and My Team," or individual agent.

  • Time Periods: Certain modules offer views by week, month, or year.

"Latest Unread Emails and Messages (Top 100)"

  • Displays the most recent unread messages for the agent, department, and team ("Me and My Team").

  • Tracks unread cases from the last 60 days.

  • Once a highlighted email is opened, the case is removed from the list.

  • Important: Always open highlighted messages inside each case.

  • Initially, resolved cases will appear, but after a set date, only unread customer emails will be shown.

  • Cases transferred between agents are highlighted but are not displayed in this module.

Permissions

  • Agents assigned the "Team Limited" role can only view cases related to themselves and their team.


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