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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'''===
*Confirm queue reset.
*Reset queue.
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=='''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]]