Streamline Contact Center Workflows with the New Actions Feature
Infinity has just announced Maestro’s Library Actions feature as the latest enhancement within Maestro. The feature, which just released last month, is designed to further streamline how contact centers manage workflows. As such, the Library Actions feature brings a whole new level of efficiency and structure to agent interactions.
The Library module has always been a powerful tool within Maestro, enabling users to create and manage customized libraries of data elements like departments, facilities, and customer interaction records. Moreover, it serves as the backbone of Maestro’s Flow, Action, and Application modules, helping to facilitate tasks such as data retrieval, the creation of lookup drop-down menus, and managing reference data seamlessly. Now, with the introduction of Library Actions, we’re making workflows even more intuitive.
Exploring the Actions Feature within Library
Library’s Actions feature simplifies task management for contact center operations, enabling agents to handle tasks with efficiency. Here are its key capabilities:
- Creation: Actions can be created through interaction flows, imported from data files, or generated from data stored in a Storage table.
- Running: Actions can be accessed via a dedicated dashboard, allowing agents to focus on tasks assigned to them or their team. Agents can manually select actions or use the “Get Next Action” button, which automatically prioritizes tasks based on custom rules like age, type, and status.
- Processing: When an Action is opened, agents see an overview of related data, previous activity, and can launch the associated Action Flow when ready.
- Data Access: Actions can utilize a simple 6-field data record or connect to a Storage (Library) table for more complex scenarios.
- Administration: Manage actions in bulk—easily reassign tasks, adjust due dates, or update statuses.
- Reporting: Track action performance with detailed reports by team, agent, type, status, and age.
From administrative tools for bulk task management to reporting capabilities that provide detailed breakdowns by team, agent, and task type, Library Actions simplifies task management at every level. With added support for integrating complex data tables through the Storage module, this feature enables enterprises to thoroughly optimize their contact center workflows.
Explore Library Actions Today
Library Actions is available now as part of Maestro v2.6. To learn more about how this feature can bring greater efficiency to your contact center operations, contact the Infinity team today.
