How to use Service Outcomes as Agents?

Hello,

Thank you for visiting our Qtrac Knowledge Base library. We hope the below article will assist you.

Based on your search inquiry, it looks like you are trying to learn how to use Service Outcomes as Agents.

Permissions Required:

In order to accomplish this, please follow these steps:

1. Once you are inside the Queue, CALL NEXT customer to be served. START the service, and once you are finished with the customer, END the service.

2. When you click on END, new pop-up will show with the offered Outcome selections.

Hint: If the Service Outcome was created without enabling the Required checkbox, you can proceed without selecting an Outcome Type by simply clicking the X button. If the End button was accidentally selected, you can click Continue Service to exit the Service Outcomes menu and resume handling the ticket.

3. If you want to select the actual Service Outcome, select it from the dropdown selection and then click Confirm.

Hint: be aware that you can select only one Service Outcome per Customer's ticket. 

Important: The order in the drop down selection for the Service Outcome are always same as Service Outcomes are created in the Workflow settings.

If you still have any questions, please feel free to get in touch with our Qtrac Help Desk.