Case Management
Revision as of 08:42, 27 March 2012 by Philip Lacey (talk | contribs)
Revision as of 08:42, 27 March 2012 by Philip Lacey (talk | contribs)
In the section My Cases, the following functionality occurs:
- Create a case
- Process a case
- Look up a case
- Profile a case
1 My Cases
- Select a case from the list displayed.
- Take an Inbound contact on this campaign
- Save details of the record with the correct Outcome.
2 Queue Management
In this section, there is a sub-section Set the Current Working Outcome.
- Here you can choose the current set of records to be managed.
- Choose the campaign
- 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.