Case Management

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:

1. Campaign name: (Name)
2. The current working Outcome is: (Outcome)
3. The current working attempt is: (Number of attempts on this outcome)
4. The earliest activity in this campaign is: (Date)
5. 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:

1. Campaign name: (Name)
2. The current working Outcome is: (Outcome)
3. The current working attempt is: (Number of attempts on this outcome)
4. The earliest activity in this campaign is: (Date)
5. 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.

2.4 Reset Contact History

• Choose the case.
• You must be sure you wish to reset the contact attempts and last status.
• This action is irreversible once started.
• It will also reset all custom groups you may have created.
• Reset contact data.

2.5 View contact queue

• Choose the case.
• The client record queue will be displayed.
• The following will be displayed on the screen:

1. The Sequence ID
2. The Outcome
3. Attempts
4. The number of records currently in the stack to be processed