For BDC Managers
Know where your team needs a hand.
See the queue, give requests an owner and coach from the actual conversation. Build a response process your people can use.
Coverage, ownership and better conversations
Move from queue visibility to a clear next action.
Use the live queue for today’s decisions and response patterns for the next coaching conversation.
Today’s coverage
See the pressure before asking for updates.
Filter Live Monitor to your department and review availability, open, overdue and unassigned conversations.
- The work
- A full queue can hide an overloaded teammate or a request nobody has picked up.
- What you gain
- Direct help toward the work that needs attention.
Put a name on the next response.
Review unassigned work and assign the conversation to the responsible agent or team.
- The work
- A request crosses teams while each person assumes someone else will answer.
- What you gain
- Make ownership explicit before the customer needs to chase again.
Quality and coaching
Coach the conversation behind the number.
Read the customer request and reply history alongside the agent’s workload and response measures.
- The work
- A response count tells you something happened, but not whether it helped the customer.
- What you gain
- Make coaching about a specific decision the teammate can improve.
Find the pattern behind a slow day.
Compare response periods and review distributions, slower hours and conversation outcomes in engagement analytics.
- The work
- One busy afternoon can look like a people problem when the delay follows a wider pattern.
- What you gain
- Choose where to investigate before changing a team process.
How your team works
Set routing expectations before the next rush.
Configure eligible roles, round-robin assignment and the advisor-mapping options your store uses.
- The work
- Manual distribution becomes another job when incoming work rises.
- What you gain
- Give incoming work a defined route and check what remains unassigned.
Make a strong answer available to the whole team.
Maintain shared quick replies and labels, then use reviewed AI assistance for the individual customer.
- The work
- New staff and experienced staff can give different explanations of the same store process.
- What you gain
- Coach a consistent standard without scripting away the person’s judgment.
Prepare the team for the replies a campaign creates.
Coordinate Outreach and booking with the team, then review the campaign message and customer history in eHub.
- The work
- A reminder or promotion reaches customers before the responding team has its context in view.
- What you gain
- Help agents continue the invitation rather than reconstruct why the customer was contacted.
Set the standard. Keep the judgment.
Routing is a store decision.
Choose who can receive work and check the unassigned queue when the configured route cannot place it.
Signals start an investigation.
Sentiment and response measures help you choose a conversation to review; the customer’s words explain what happened.
A count needs an outcome.
Review appointment and customer follow-through with your existing reporting before deciding what good performance means.
One place to stay on top of the day.
Know what needs your team. Before customers have to ask.
See the conversation, the context and the next person who can help.
- Open conversations
- 10
- Overdue
- 1
- Unassigned
- 1
Your team. In view.
| Team | Workload | Sentiment |
|---|---|---|
| Alexonline | 4 open · 1 overdue | Needs follow-up |
| Morganaway | 3 open | Positive |
| Tayloronline | 2 open | Neutral |
Toyota Camry
SMS conversation
- Your dealership
Hi Jay, your oil change is coming up. Would you like help finding a time?
Marketing SMS - Jay
I booked Thursday at 4 PM with your voice assistant. Could we move it to Friday morning?
Customer · SMS
Appointment and conversation history
Thursday · 4:00 PM
Marketing SMS
Oil-change invitation sent.
Voice AI call
Jay booked Thursday at 4 PM.
Appointment
Toyota Camry · Thursday at 4 PM. Change requested; not yet changed.
Example workspace
Your dealership, your next step
Bring the queue you want to run better.
Review coverage, ownership and one coaching situation before choosing the next change.