Case Management
Revision as of 16:37, 26 March 2012 by Philip Lacey (talk | contribs)
Revision as of 16:37, 26 March 2012 by Philip Lacey (talk | contribs)
In the My Cases sub-sections, 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.
2 Queue Management
In the sub-section Set the Current Working Outcome, you can choose the current set of records to be managed.
- Choose the campaign
- A list of Active Outcomes will be listed on the screen and a list of Finished Outcomes will be listed on the screen.
- In the Active Outcome section, hover the mouse over the the first attempt number.
- 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.