Streamlining TMC operations with the task dashboard

In the complex world of travel management, agents are on the front lines. They handle everything from booking errors to complex exchanges and disruptions. Inefficient tools can slow down even the most skilled agents, leading to wasted time and frustrated travelers. 

That’s why we’ve built our task dashboard, a major step forward in simplifying the complex work of TMC agent teams. 

Spotnana provides a single, unified platform for TMCs and their customers. Our goal with the task dashboard is to give agents and administrators an uncluttered, powerful tool that improves both daily efficiency and overall operational oversight. 

The benefits of modern architecture

In a typical TMC setup, agents are assigned to a specific country that aligns with an individual Pseudo City Code (PCC). This is due to the fragmented nature of how travel data is managed in legacy systems. As a result of this architecture, agents can only see the bookings, profiles, and tasks that relate to the PCC they can view.

Spotnana has avoided this limitation by building a travel platform from the ground up with new, modern infrastructure. In Spotnana, agents can have access to as many PCCs as desired, and all tasks are managed through a single, cloud-based task dashboard.

It’s easy to simplify your TMC operations with Spotnana’s task dashboard.

We strive to automate as many travel workflows as possible, so agents can focus on tasks that require a deeper level of expertise. When manual intervention is required, a task is generated and added to our task dashboard. There are three main ways that tasks are created:

• Quality control: TMCs can configure a wide range of automated quality control checks in Spotnana. A task is generated when an automated quality control check fails and requires agent support – for example verifying that a traveler’s name matches their passport.
• Partially automated workflow: A task is generated when a traveler or a travel provider performs an action that requires agent support, such as when a duplicate is created or an airline cancels or reschedules a flight. 
• Manual task: When travelers contact an agent for assistance, tasks are manually created for tracking purposes. Tasks can also be manually reassigned to another agent if needed.

Setting up specific rules and tasks for different booking types is simple.

Elevated efficiency for agent teams

Our task dashboard helps agents handle more tasks in less time through an intuitive design and smart automation. Key elements of the task dashboard include

• Modern, intuitive interface: Agents gain full visibility from a single screen with clear task details and notes accessible in a side panel. The clean, uncluttered layout eliminates unnecessary clicks and scrolling, allowing agents to focus on resolutions rather than navigation.
• Intelligent filtering and prioritization: Advanced filtering and customizable views help agents quickly prioritize the tasks that are most time sensitive. Real-time status monitoring and live task counters surface urgent work for immediate action, ensuring nothing slips through the cracks.
• Task routing and assignment: Each type of issue can be routed to specific agents to process, and agents can assign tasks to themselves or other agents as needed.
• Bulk actions to boost productivity: Agents can perform bulk operations to assign or update multiple tasks at once, removing the need to handle workflows one at a time. Combined with auto-refresh for real-time accuracy, this capability dramatically increases throughput and reduces administrative effort.

Enhanced administrative control

Spotnana’s task dashboard also provides travel management companies with a new level of oversight and control to better manage resources and improve service quality.

• Agent group assignment: Agents can be assigned to workgroups responsible for handling specific types of tasks.
• Agent management dashboard: Admins have access to a dedicated view that provides full visibility into each agent’s active tasks and overall workload, enabling smarter staffing decisions and dynamic workload balancing.
• Agent status controls: Managers have the ability to modify an agent’s availability status — even if an agent forgets to log out — preventing tasks from getting stuck and ensuring a fair distribution of work across the team.

Spotnana’s task dashboard ensures that the resolution of any task including booking errors, supplier queue issues, and traveler requests are handled in a streamlined way. 

It’s an example of how our open travel platform is built to help our partners reduce servicing costs and deliver superior traveler experiences.

Ready to transform your team’s productivity and enhance traveler satisfaction? Request a demo today and discover how the task dashboard can elevate your operations.