users: support agents who have 10s to 100s of new and in-progress conversations with end-users across multiple channels (real-time calls or chat, emails, social media messaging)
the problem: agents have separate inboxes for end-user messages to which they are assigned across each channel. some conversations trigger growl notifications, some don’t – some conversations open automatically when action is required, some don’t. administrators sometimes build their own custom ticket lists for agents to browse when they’re ready to handle a new task – but this gets messy quickly.
additionally: when other users inside customer support tools tag an agent with an @mention in internal notes or side conversations, there is no native experience to review and triage those messages.
how might we reduce the decision calculus required for support agents to determine what to work on next?