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Status Future consideration
Workspace OMS - Call Center
Created by Guest
Created on Jun 9, 2021

Batch assignment of transactions (esp returns) for agent ownership, review

The idea is three part:

1) Provide UI to allow for manual bulk assignment of tasks to individual customer care agents for work-down.

2) Allow for direct assignment/ownership of transactions/shipments to a given customer care agent, regardless of tasks associated with this transaction. Permit this assignment value as a 1st class search option in transaction searches.

3) Provide UI to allow for manual bulk assignment of *transactions/shipments* to individual customer care agents for work-down.

What is your industry? Retail
How will this idea be used?

Today, our customer service team conducts detailed review of inbound return shipments and refund/exchange requests, from both loss prevention and customer-servicing aspects. To this end, a customer care lead will assign out inbound return shipments as they arrive to individual agents. They may also re-assign transactions in bulk to a different agent to keep authorizations/refunds/exchanges flowing, depending on that day's staffing.

Today this is done in a custom dashboard tool on a 3rd party system, before importing into our legacy OMS. Going forward, we are faced with recreating this bulk-assignment function in custom tooling, for lack of ability to assign multiple tasks to a given agent at once, and lack of ability to directly assign ownership of the transactions themselves to agents (regardless of associated tasks.)

  • Guest
    Sep 17, 2021

    Broadly, I would suggest the function in both OrderHub AND CallCenter. For our specific use case, our advanced customer care team today operates out of Call Center, but there's no reason we could not extend OrderHub to them as well to augment their feature set. As I understand it, queue and task management are present in both, so bulk assignment would probably make sense in both, (as a restricted user permission for team leads.) Likewise, assigning a searchable "Transaction Owner/Assignee" - independent from task assignment - would make sense in both places as well.

    In terms of screens - I would not want to be overly prescriptive on what the right UI/UX would be - Let the experts on the IBM design team noodle that one! I would just suggest that Call Centers are 100% built around call volume and EFFICIENCY - so wherever possible, SAVE CLICKS!

  • Guest
    Sep 17, 2021

    This request is logged against Order Hub user interface, that is primarily for a Fulfillment Manager Persona.

    From your description, it appears that this is requested in the Call Center application. Please confirm which application you are referring to and which specific screens require this capability.