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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'''===
*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 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'''===
==='''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. <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'''==='''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 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 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]]
