Difference between revisions of "Case Management"
From All n One's bxp software Wixi
Philip Lacey (talk | contribs) |
Philip Lacey (talk | contribs) |
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| − | In the '''My Cases''' | + | In the section '''My Cases''', the following functionality occurs: |
*'''Create''' a case | *'''Create''' a case | ||
*'''Process''' a case | *'''Process''' a case | ||
| Line 7: | Line 7: | ||
=='''My Cases'''== | =='''My Cases'''== | ||
*Select a case from the list displayed. | *Select a case from the list displayed. | ||
| + | *Take an Inbound contact on this campaign | ||
| + | *Save details of the record with the correct Outcome. | ||
=='''Queue Management'''== | =='''Queue Management'''== | ||
| − | In this section, there is a sub-section '''Set the Current Working Outcome'''. | + | In this section, there is a sub-section '''Set the Current Working Outcome'''. |
*Here you can choose the current set of records to be managed. | *Here you can choose the current set of records to be managed. | ||
*Choose the campaign | *Choose the campaign | ||
| Line 16: | Line 18: | ||
*You will see that it is a clickable link. | *You will see that it is a clickable link. | ||
*When you click on this number it will hand the next record in the system to the agent to complete. | *When you click on this number it will hand the next record in the system to the agent to complete. | ||
| − | + | ||
=='''Set the Current working outcome by period'''== | =='''Set the Current working outcome by period'''== | ||
Revision as of 08:42, 27 March 2012
In the section My Cases, the following functionality occurs:
- Create a case
- Process a case
- Look up a case
- Profile a case
1 My Cases
- Select a case from the list displayed.
- Take an Inbound contact on this campaign
- Save details of the record with the correct Outcome.
2 Queue Management
In this section, there is a sub-section Set the Current Working Outcome.
- Here you can choose the current set of records to be managed.
- Choose the campaign
- A list of Active Outcomes will be displayed on the screen and a list of Finished Outcomes will be displayed on the screen.
- In the Active Outcome section, hover the mouse over the number under first attempt.
- You will see that it is a clickable link.
- When you click on this number it will hand the next record in the system to the agent to complete.
