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*'''Look up''' a case
*'''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.
==='''Create a Case'''===
# Go to '''Queue Management''' -> '''Set the Current working Outcome''' -> '''Choose the case'''
# This '''Incomplete''' case has now been placed on the stack in the '''Active Outcomes''' list under the outcome selected.
# Click on the number under the last attempt in the stack, which will cause this record case to be put back in the queue to be processed.
# Now when an agent goes to process a case, this case will be handed back.
*If the outcome is '''Complete''', the case will appear in the '''Finished Outcomes''' stack list under that outcome name.
*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.
'''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.
==='''Look up a case'''===
*Click on the blue button beside the case you wish to view.
*The case will open.
*If required, update the case and save it with the relevant outcome.
*If further processing is required, i.e. the case is saved as an '''Incomplete Outcome''':
# Go to '''Queue Management''' -> '''Set the Current working Outcome''' -> '''Choose the case'''
# This '''Incomplete''' case has now been placed on the stack in the '''Active Outcomes''' list under the outcome selected.
# Click on the number under the last attempt in the stack, which will cause this case to be put back in the queue to be processed.
# Now when an agent goes to process a case, this case will be handed back.
*If the outcome is '''Complete''', the case will appear in the '''Finished Outcomes''' stack list under that outcome name.
'''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.
==='''Profile a case'''===
# The earliest activity in this campaign is: (Date)
# The most recent activity in this campaign is: (Date)
*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.
*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 periodPeriod'''===*Here you can choose the current set of records to be managed during a certain period of time. *Choose the time period in which you would like to manage recordsdates.
*Choose the case.
# The current working attempt is: (Number of attempts on this outcome)
# The earliest activity in this campaign is: (Date)# The most recent activity in this campaign is: (Date)*A list of '''Active Outcomes''' will be displayed on the screen and a list of '''Finished Outcomes''' will be displayed on the screen for the that period chosenof time.
*In the Active Outcome section, hover the mouse over the number under first attempt.
*You will see that it is a clickable link.
*Create a name for this group in the text box.
*By supplying a name, this query group can be accessed quickly in the future.
*Choose the field names to be grouped from the dropdown menus provided , below the new group name, to .*This will customise this the group to exactly how you would like.
*Group the recipients.
*The group will now be saved for future use in the system.
==='''Reset Contact History'''===
==='''Clear contact queue'''===
*Choose a case.
*Be sure that you that you want to clear the queue for this case.*Confirm queue reset.*Reset queue.
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==='''Agent - Incomplete Record Report'''===
'''NOTE'''A group of users must be set up to process this 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 for any agent, then no report will be displayed.
==='''Reassign Reminders'''===
'''NOTE'''A group of users must be set up to process this report.*Choose a the case.*A report showing My Team Reminders will be displayed on the screen.*Giving every user and their reminders. [[Category:Module Specific:Case Management]][[Category:Module Specific:Form Management]][[Category:Topic:Case Management]]