Difference between revisions of "Case Management"

Revision as of 09:28, 27 March 2012

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 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.
• 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

2.6 Add to contact queue

• Choose the case.
• Add outcomes to the contact queue.
• The following will be displayed on the screen:

1. The campaign name
2. The Outcome
3. Attempts from
4. Attempts to
5. Attempts should always go from large to small.
6. Attempts From should always be greater or equal to Attempts To

• Add the items.

2.7 Clear contact queue

• Choose a case.
• Be sure that you that you want to clear the queue for this case.
• Confirm queue reset
• Reset queue