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*Save the details of the record.
*If the outcome of a record is '''Incomplete''', the record will need to be processed further and is placed on the '''Active Outcome''' stack list under that outcome name.
*From here, go to the '''Queue Management''' section.
*You will see that this Incomplete record has been placed on the stack under the outcome selected.
*Click on the number under the last attempt which will cause the record to be put back in the queue to be processed.
*Then when an agent goes to process a case, this record will be handed back to be processed.
*If the outcome is '''Complete''', the record will be processed as a finished outcome and will appear in the '''Finished Outcomes''' stack list under that outcome name.
*Select a case from the list displayed.
*If there are no records left to process, then no records will be returned.
*If For example, if all the records have been processed with '''Complete Outcomes''' they will be no more processing to do with these records. *However, if there are records to process, the next record in the queue will be handed back to the agent to process.*The agent processes this record
==='''Look up a case'''===