The Rave for Admin article contains:
Key notes
Points related to hard and soft skills used to match cases with agents, preferred language support/Global English, and Direct Agent Offer (DAO)
Process
- Configuring Rave account settings
For Rave admins and the creation or modification of Rave accounts (including ambassador contact info, user role and permissions, organization, role, skills, and support area)
- Call review and reporting
- Listen to live calls
- Listen to recordings
Manager View
Where admins can manage users and see CSS support area health
Queue Management
Information about the "Unassigned cases" queue, Skill, Quick facts, and case reassignment
Case Management
Admin dashboard: Quality view can be used to manage the team cases