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.
• 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
• 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