The Emplifi Agent Home Page displays widgets for you to view important information.
The system administrator configures the Home Page layout which may include the following widgets:
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Case Queue: Displays how many cases reside in the queues an agent can access. Queue types are as follows: Alert, Warning, and In Compliance.
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Case Reason: Displays the top reasons for customer contact with your company. The time frame is configurable.
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Case Contact Method: Displays the number of cases received during a specific time period in a chart.
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Recent Pending Actions: Displays any past due or currently due actions for the agent.
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User Posts: Displays the most recent posts from the News Feed page. Administrators can configure how long these posts remain in Emplifi Agent by the hour; however, after three months a post is automatically removed.
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Additional Resources: Displays any additional, relevant resources.
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Agent Stats: Displays agent performance information and productivity including the number of cases created.
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Survey Report: Displays the customer satisfaction rankings for the agent who is signed in.
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Yammer Feed: Displays your company Yammer feed.
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Case Listing Report: Displays cases according to a pre-defined case listing favorite. Favorite ID is required.
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Telephony Marquee: Displays Telephony information such as queue name, interactions waiting, longest wait time, agents logged in, and available agents.
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Telephony Workgroups: Displays a listing of Telephony workgroups.
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Message Center Inbox: Displays messages for any errors that occurred during Batch Processing.
The following image is an example of a Home Page layout:
For more information on the Home Page and Home Page widgets, see Home Page Editor and Home Page Widgets.