Dovetail Mobile Agent and Your Recent Case Activity
One of my favorite features in Dovetail Mobile Agent is the Recent Workgroup Case Activity view which displays a listing of all the cases recently modified by agents in my workgroup. At the end of the day I sometimes browse Recent Case Activity using my Dash from the comfort of a bar stool or easy chair.
Here is a snapshot of the Call Administrator workgroup (my emphasis not some silly CSS style)
This is also quite a handy view for Support Managers wishing to keep tabs on their minions agents.
Why filter by workgroup?
The short answer is to avoid drinking from the support information fire hose. We are using the employee workgroup as an way to logically divide up an organization. For most organizations trying to see all case activity for any reasonable time period, say a day or 3, would likely result in information overload. Depending on the organization this info dump of case work would also likely lack relevance for the agent.
In any case workgroup seemed like a good choice. We could have made others.
- By resource configuration.
- Cases owned by agents belonging to the same queues as you.
Maybe we’ll add these views if customers feel strongly. Let me know. For now I want to get the word out about this cool feature and how Dovetail Mobile Agent adopters may want to think about grouping your employees into workgroups if you are not already doing so.
How do I administrate workgroups?
Here is the clarify schema entry for the employee workgroup. It is a simple field on the employee table that is populated from the WORKGROUP user-defined list.
Here’s how to change an employee’s workgroup
All Employees by default belong to the “Call Administrator” workgroup. An employee workgroup which can be modified in both Dovetail Agent and Dovetail Administrator.
Here’s how to add custom workgroups
If the 6 baseline workgroups are not to your liking you can add your own. According to the schema in the image above the employee workgroup drop down is populated by the WORKGROUP user defined list which can be modified in Dovetail Administrator.
