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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==='''Set the Current working outcome by period'''=== | ==='''Set the Current working outcome by period'''=== | ||
*Choose the time period in which you would like to manage records. | *Choose the time period in which you would like to manage records. | ||
| − | *Choose the | + | *Choose the case. |
*The following will be displayed on the screen: | *The following will be displayed on the screen: | ||
# Campaign name: (Name) | # Campaign name: (Name) | ||
| Line 62: | Line 62: | ||
==='''Create custom contact group'''=== | ==='''Create custom contact group'''=== | ||
| + | *Select the case. | ||
| + | *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 from the dropdown menus provided below the new group name, to customise this group to exactly how you would like. | ||
| + | *Group the recipients. | ||
| + | |||
| + | ==='''Reset Contact History'''=== | ||
Revision as of 09:11, 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.
The most recent activity in this campaign is :
- 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
The following will be displayed on the screen:
- Campaign name: (Name)
- The current working Outcome is: (Outcome)
- 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.
- 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.
2.2 Set the Current working outcome by period
- Choose the time period in which you would like to manage records.
- Choose the case.
- The following will be displayed on the screen:
- Campaign name: (Name)
- The current working Outcome is: (Outcome)
- 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 period chosen.
- 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.
2.3 Create custom contact group
- Select the case.
- 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 from the dropdown menus provided below the new group name, to customise this group to exactly how you would like.
- Group the recipients.
