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Tour around your workspace

Dashboard Overview

Dashboard view
Your personalized dashboard

Your dashboard is designed to provide you with a quick overview of key performance metrics and important information.

These metrics are chosen by your system administrator to help you gauge your performance and identify areas for improvement.

Recent tabs

Recent tabs
Quick access to recent tickets

As you handle various customer inquiries, you'll notice a list of tabs on the left sidebar. These represent your most recently accessed tickets, allowing you to quickly switch between ongoing conversations and tasks.

Ticket details

Ticket details
Anatomy of a ticket

Each ticket is structured to provide you with essential information at a glance:

  1. Center-top: AI-generated ticket summary, giving you a comprehensive understanding of the issue.
  2. Center-bottom: Ticket history, consisted of chat bubble looking information, called articles.
  3. Right-top: Ticket metadata (state, title, owner) which you can modify as needed.
  4. Right-bottom: AI suggestions for your next actions, including recommended changes to ticket metadata. Use the "Apply" button to implement these suggestions quickly.

Call ticket details

Call ticket details
Call ticket information

For call-based tickets, you'll find:

  • Call transcript
  • Call summary
  • Voice recording

Pro tip

Always start with the ticket summary before diving into call details. This approach helps you grasp the context quickly and prioritize which aspects of the call require your immediate attention.

WhatsApp & Email ticket details

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Chat Ticket details

The history section displays the entire chat conversation. Key information include:

  1. Timestamp for each message
  2. Clear indication of customer and agent messages
  3. Any attachments or links shared during the conversation

ProcoBot

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AI Assistant interface

The AI Assistant is a powerful tool to help you resolve tickets more efficiently:

  1. Real-time suggestions: As you interact with customers, the AI provides relevant information and suggested responses.
  2. Knowledge base integration: The AI can quickly search and provide relevant articles from your company's knowledge base.
  3. Sentiment analysis: Get insights into the customer's emotional state to tailor your approach.
  4. Action recommendations: The AI may suggest next steps or actions to take based on the ticket context.