Case Management - Revision history

Philip Lacey at 23:29, 9 November 2014

2014-11-09T23:29:01Z

2014-11-09T23:10:59Z

2014-03-22T00:10:23Z

2012-05-11T09:25:07Z

2012-03-28T13:45:45Z

2012-03-28T13:43:44Z

2012-03-28T11:56:46Z

2012-03-28T11:56:14Z

2012-03-28T11:50:18Z

2012-03-28T11:39:24Z

@@ Line 170: / Line 170: @@
 *Giving every user and their reminders.
-[[Category:Learning:Contact Centre]]
 [[Category:Module Specific:Case Management]]
 [[Category:Module Specific:Form Management]]
 [[Category:Topic:Case Management]]

@@ Line 173: / Line 173: @@
 [[Category:Module Specific:Case Management]]
 [[Category:Module Specific:Form Management]]
-[[Category:Scenarios:Case Management]]
+[[Category:Topic:Case Management]]

← Older revision		Revision as of 00:10, 22 March 2014
Line 170:		Line 170:
	*Giving every user and their reminders.		*Giving every user and their reminders.

−	[[Category: Case Management]]	+	[[Category:Learning:Contact Centre]]
		+	[[Category:Module Specific:Case Management]]
		+	[[Category:Module Specific:Form Management]]
		+	[[Category:Scenarios:Case Management]]

← Older revision		Revision as of 09:25, 11 May 2012
Line 169:		Line 169:
	*A report showing My Team Reminders will be displayed on the screen.		*A report showing My Team Reminders will be displayed on the screen.
	*Giving every user and their reminders.		*Giving every user and their reminders.
		+
		+	[[Category: Case Management]]

← Older revision		Revision as of 13:45, 28 March 2012
Line 165:		Line 165:

	==='''Reassign Reminders'''===		==='''Reassign Reminders'''===
−	*Choose a case.	+	'''NOTE'''A group of users must be set up to process this report.
		+	*Choose the case.
		+	*A report showing My Team Reminders will be displayed on the screen.
		+	*Giving every user and their reminders.

@@ Line 157: / Line 157: @@
 ==='''Agent - Incomplete Record Report'''===
 *Choose the case.
 *A report will be displayed on the screen.
 *This report shows all agents and their Incomplete records.
-*If there are no incomplete records fro any agent, then no report will be displayed.
 ==='''Reassign Reminders'''===
 *Choose a case.

@@ Line 7: / Line 7: @@
 *'''Profile''' a case
-'''NOTE''' - All cases MUST be saved with an Outcome. If they are not saved, i.e. an agent clicks back or goes back to main menu, then the case will be Taken to Process in the Active Outcomes list.
+'''NOTE''' - All cases '''MUST''' be saved with an Outcome. If they are not saved, i.e. an agent clicks back or goes back to main menu, then the case will be '''Taken to Process''' in the Active Outcomes list.
 ==='''Create a Case'''===

← Older revision		Revision as of 11:50, 28 March 2012
Line 137:		Line 137:
	*Confirm queue reset.		*Confirm queue reset.
	*Reset queue.		*Reset queue.
		+
		+	<br/>
		+	=='''My Team - Tools'''==
		+	In the section '''My Team - Tools''', the following functionality occurs:
		+	*Outbound GRTD
		+	*Agent - Incomplete Record Report
		+	*Reassign Reminders
		+
		+	==='''Outbound GRTD'''===
		+	*GRTD - Graphic Real-Time Displays
		+	*The Outbound GRTD displays:
		+	# The campaign name
		+	# The Sequence ID number
		+	# The Outcome
		+	# The number of attempts made on this outcome
		+	# The records left to process
		+
		+	==='''Agent - Incomplete Record Report'''===
		+	*Choose the case.
		+	*A report will be displayed on the screen.
		+	*This report shows all agents and their Incomplete records.
		+	*If there are no incomplete records fro any agent, then no report will be displayed.
		+
		+	==='''Reassign Reminders'''===
		+	*Choose a case.

@@ Line 31: / Line 31: @@
 *Depending on the outcome selected, it may need to be processed further (Incomplete), therefore it will be placed back on the stack for further processing.
 *Or it may not need to be processed further (Complete), therefore will be placed in the Finished Outcome list.
 ==='''Look up a case'''===
@@ Line 133: / Line 134: @@
 ==='''Clear contact queue'''===
 *Choose a case.
-*Be sure that you that you want to clear the queue for this case.
+*Be sure that you want to clear the queue for this case.
-*Confirm queue reset
+*Confirm queue reset.
-*Reset queue
+*Reset queue.