I do not understand Agent Dashboard

• What is Agent Dashboard?
• What causes an agent’s personal Agent Dashboard to show some issues but not others?
• Can agents redact sensitive information received from players?
• Can agents reopen an issue that they resolved in error?
• Can agents stop players from reopening resolved issues?
• Can agents set up their own Smart Views in Agent Dashboard?
• Can agents find and invoke Quick Replies?
• Can agents pull knowledge base content into their chat sessions?

• The UI where agents work their way through lists (called “views”) of customer service issues. Factory-default views show each agent which issues are assigned to them personally, by name. Many organizations also prepare custom views to list issues that have been routed as far as the agent’s cohort (called a “group”), but not yet assigned to any one agent within the group.
• Also the UI where an agent chats directly with the player who reported an issue, while the agent works to resolve this issue. Chat features in Agent Dashboard are located at the bottom of the issue details pane.

• automatically, as the result of an administrator’s if/then logic for segmentation through automations, bots, and auto-assignment.
• manually, by the agent’s supervisor.
• manually, when the agent self-assigns it from their group’s backlog of unassigned issues.

• redact sensitive information received from players.
• reopen — in some cases — an issue that they mistakenly marked as resolved.
• reduce disruption from players who reopen their resolved issues in bad faith.
• create and configure personal Smart Views.
• search for and invoke Quick Replies.
• pull any of your brand’s knowledge base content into a customer service chat session.

1. On the Helpshift toolbar, click Issues (). Agent Dashboard opens.
2. In Agent Dashboard, click the issue whose user shared sensitive information.
3. Click More Actions ( , The button label is an ellipsis (dot-dot-dot) symbol).

A contextual menu lists all of the actions that can be applied to the described issue. The supported actions may vary, depending on which support channel the player used while creating this issue, as well as other factors.

4. Choose Messages and Attachments Redaction.

Agent Dashboard refreshes its rendering of the conversation history. In the changed view, a checkbox now accompanies each of the player’s messages and file attachments. 

5. Check each checkbox that corresponds to sensitive information, and then click REDACT.

• Alternatively, the agent can do either or both of the following:
  • • Click Select all messages, and then click REDACT.
    • Click Select all attachments, and then click REDACT.

6. (Optional) To describe what was redacted and why, use the Add Private Note form. 

7. To confirm these choices, click Redact.

8. Resume the support conversation, as needed.

1. On the Helpshift toolbar, click Issues (). Agent Dashboard opens.
2. In Agent Dashboard, open the issue that was resolved in error.
3. Click More Actions (, The button label is an ellipsis (dot-dot-dot) symbol).

A contextual menu lists all of the actions that can be applied to the described issue. The supported actions may vary, depending on which support channel the player used while creating this issue, as well as other factors.

4. Do one of the following:

• • • In the case where its player created this issue inside your mobile app and you mistakenly marked it as resolved within the past 7 days, choose Follow Up.
    • In the case where its player created this issue in email, choose Reopen.

5. Resume the support conversation, as needed.

1. On the Helpshift toolbar, click Issues (). Agent Dashboard opens.
2. In the navigation pane’s MY SMART VIEWS area, click Add Smart View (+). The New Smart View dialog box opens.
3. In the Name field, enter a descriptive name for this personal Smart View.
4. To begin defining the first filtering rule, click Add Filter, and then choose an option from the newly opened Select list.

The Select list gathers two separate collections of filters from which to choose.

The first collection is called Default Issue Fields. Its filters are: App, Platform, Language, Assignee, Queue, Status, Tags, Issue Arrival, Current Predict Label, and Original Predict Label.

The second collection is called Custom Issue Fields, and its filters vary from one hosted Helpshift instance to another, depending on the administrator’s prior actions.

Upon choosing a filter, the first Select list closes and a second Select list opens.

5. Choose an operator from the second Select list.

Its available operators vary according to which filter you chose, but include at least some of the following: is, is not, is one of, is none of, is set, is not set, has all of, has one of, has none of, is at, is not at, is before, is after, is between, is not between, is within last, is not within last, is true, and is false.

6. (Conditional) When the selected operator is one that must match one or more static values, choose or enter these values. The first filtering rule is now defined.

7. (Optional) When this personal Smart View should combine multiple filtering rules, click + ADD to begin defining the next one. Then, choose relevant options — as before — from the first and second Select lists, and then choose or enter the static values to use.

This optional step is repeatable. A Smart View is the combined effect of all its filtering rules. 

8. Click Save.

1. On the Helpshift toolbar, click Issues (). Agent Dashboard opens.
2. Click My Open Issues.

A reopened issue is assigned automatically to the same agent who resolved it. This means that the agent may find such work returning to their personal backlog after they already considered it to be finished.

It is reasonable at this time to consider whether the reopened issue has merit, or if it should be rejected.

3. Click the reopened issue that might be a candidate for rejection. Its conversational history loads in the details pane. 

4. (Conditional) Supposing that you mean to reject the reopened issue, click More Actions (... The button label is an ellipsis (dot-dot-dot) symbol). A contextual menu lists all of the actions that can be applied to the described issue.

5. From the contextual menu, choose Reject.

A rejected issue is closed and cannot be reopened.

1. In the button bar below the open issue’s conversational history, click Insert Quick Reply ().

A contextual menu shows both a text search field and a list all of all Quick Reply folders. Browser focus is inside the text search field, to support entering text immediately.

2. Do either of the following:

• Begin entering relevant words into the search field to start populating a dynamic list of all matching Quick Replies.
• Click a folder to expand a list of all the Quick Replies within it.

3. To choose the most appropriate of these Quick Replies, click its name in the list.

The corresponding Quick Reply text loads immediately into the chat session reply field, where it is fully editable.

4. (Optional) Edit the reply before deciding whether to send it.

5. To send the Quick Reply text as a reply in the active chat session, click either REPLY or REPLY & RESOLVE.

1. In the button bar under the open issue’s conversational history, click FAQ.

A contextual menu shows a text search field. Browser focus is inside the text search field, to support entering text immediately.

2. Begin entering relevant words into the search field to start populating a dynamic list of matching Help Center articles.

3. To choose the most appropriate of these Help Center articles, click it in the list.

The corresponding Help Center article loads immediately into the chat session reply field, where it is fully editable.

4. (Optional) Edit the reply before deciding whether to send it.

5. To send the Help Center article as a reply in the active chat session, click either REPLY or REPLY & RESOLVE.