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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| + | =='''My Cases'''== | ||
In the section '''My Cases''', the following functionality occurs: | In the section '''My Cases''', the following functionality occurs: | ||
*'''Create''' a case | *'''Create''' a case | ||
| Line 5: | Line 6: | ||
*'''Profile''' a case | *'''Profile''' a case | ||
| − | ==''' | + | ==='''Create a Case'''=== |
*Select a case from the list displayed. | *Select a case from the list displayed. | ||
*Take an Inbound contact on this campaign | *Take an Inbound contact on this campaign | ||
*Save details of the record with the correct Outcome. | *Save details of the record with the correct Outcome. | ||
| + | |||
| + | ==='''Process a case'''=== | ||
| + | *Select a case from the list displayed. | ||
| + | |||
| + | ==='''Look up a case'''=== | ||
| + | *Select a case from the list displayed. | ||
| + | |||
| + | ==='''Profile a case'''=== | ||
| + | *Select a case from the list displayed. | ||
=='''Queue Management'''== | =='''Queue Management'''== | ||
| − | In | + | In the section '''Queue Management''', the following functionality occurs: |
| + | *Set the current working outcome | ||
| + | *Set the current working outcome by period. | ||
| + | *Create custom contact group. | ||
| + | *Reset contact history. | ||
| + | *View contact queue. | ||
| + | *Add to contact queue. | ||
| + | *Clear contact queue. | ||
| + | |||
| + | ==='''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 19: | Line 38: | ||
*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 08:49, 27 March 2012
Contents
1 My Cases
In the section My Cases, the following functionality occurs:
- Create a case
- Process a case
- Look up a case
- Profile a case
1.1 Create a Case
- Select a case from the list displayed.
- Take an Inbound contact on this campaign
- Save details of the record with the correct Outcome.
1.2 Process a case
- Select a case from the list displayed.
1.3 Look up a case
- Select a case from the list displayed.
1.4 Profile a case
- Select a case from the list displayed.
2 Queue Management
In the section Queue Management, the following functionality occurs:
- Set the current working outcome
- Set the current working outcome by period.
- Create custom contact group.
- Reset contact history.
- View contact queue.
- Add to contact queue.
- Clear contact queue.
2.1 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.
