Process: Manage customer care queue

Flow

Legend

Manage customer care queue

Description

Allow Customer Service Supervisor to manage the customer care queues for a store

Objective

The objective of the process is to allow the Customer Service Supervisor to manage the customer care queues for a store.

Features

-- Customer Service Supervisor can create a new customer care queue for a store

-- Customer Service Representative can update a customer care queue for a store

-- Customer Service Representative can delete a customer care queue for a store

-- Customer Service Representative can assign Customer Service Representatives to a customer care queue for a store

Edition

Professional, Business Edition

Tasks

Task Description Role
Assign CSR to queues

Customer service supervisor can assign customer service representatives to a store's customer care queue using the WebSphere Commerce Accelerator.

Customer Service Supervisor
Create customer care queues

The customer service supervisor can create a customer care queue for the store using the WebSphere Commerce Accelerator.

Customer Service Supervisor

Business artifacts

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