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CSM Agent Workspace Overview

Overview​

In this section, we will walk through how a Service Agent, like John, keeps track of all the requests, cases and complaints assigned to him and his team. He will identify where he needs to spend his time thanks to the out of the box agent workspace and work on the cases that require escalation and attention.

Personas​

John JasonCustomer Service Agent
John JasonJohn Jason is an experienced customer service agent known for his exceptional communication skills and commitment to providing top-notch service. With a friendly and approachable demeanor, he is skilled at actively listening to customers' concerns and finding effective solutions to their problems.