Agent tray improvements



We’re looking into ways on how we can improve the agent tray for the front office users. Could you answer some question regarding them, in order for us to fully understand their needs?

  1. Approximately, how many processes an user sees in her agent tray?
  2. What would be the frequency with which she runs the processes? Is it significantly different from one process to another?
  3. How do they identify the process they need to run? Do they have some naming convention for their processes? If yes, what is it?
  4. How often processes are added or removed? Are the most used processes stable (i.e. not oftenly removed and replaced by others)?
  5. Do you have any other information that may be relevant?
  6. What are some feature ideas that you think it will improve their life?