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

NOTE - All cases MUST be saved with an Outcome. If they are not saved, i.e. an agent clicks back or goes back to main menu, then the case will be Taken to Process in the Active Outcomes list.

1.1 Create a Case

  • Select a case from the list displayed.
  • Take an Inbound contact on this case, thus creating a case.
  • Choose the Outcome from the outcome drop down menu.
  • The Outcomes will be either:
  1. Complete or
  2. Incomplete depending on how they were set up.
  • Save the details of the record.
  • If the outcome of a record is Incomplete, the case will need to be processed further and is placed on the Active Outcome stack list under that outcome name.
  • In order to put this case back in the queue to be processed:
  1. Go to Queue Management -> Set the Current working Outcome -> Choose the case
  2. This Incomplete case has now been placed on the stack in the Active Outcomes list under the outcome selected.
  3. Click on the number under the last attempt in the stack, which will cause this case to be put back in the queue to be processed.
  4. Now when an agent goes to process a case, this case will be handed back.
  • If the outcome is Complete, the case will appear in the Finished Outcomes stack list under that outcome name.

1.2 Process a case

  • Select a case from the list displayed.
  • If there are no cases left to process, no cases will be returned.
  • For example, if all the cases have been processed with Complete Outcomes they will be no more processing to do with these cases.
  • However, if there are cases in the queue to be processed, the next case in the queue will be handed back to the agent to process.
  • The agent processes the case and chooses the outcome for this case before saving the details.
  • Depending on the outcome selected, it may need to be processed further (Incomplete), therefore it will be placed back on the stack for further processing.
  • Or it may not need to be processed further (Complete), therefore will be placed in the Finished Outcome list.

NOTE - All cases MUST be saved with an Outcome. If they are not saved, i.e. an agent clicks back or goes back to main menu, then the case will be Taken to Process in the Active Outcomes list.

1.3 Look up a case

  • Select a case from the list displayed.
  • If you know the case ID, enter it into the record ID text box and press return.
  • If you do not know the case ID, place the cursor in the record ID text box and press return.
  • All cases will be returned to the screen.
  • Click on the blue button beside the case you wish to view.
  • The case will open.
  • If required, update the case and save it with the relevant outcome.
  • If further processing is required, i.e. the case is saved as an Incomplete Outcome:
  1. Go to Queue Management -> Set the Current working Outcome -> Choose the case
  2. This Incomplete case has now been placed on the stack in the Active Outcomes list under the outcome selected.
  3. Click on the number under the last attempt in the stack, which will cause this case to be put back in the queue to be processed.
  4. Now when an agent goes to process a case, this case will be handed back.
  • If the outcome is Complete, the case will appear in the Finished Outcomes stack list under that outcome name.

NOTE - All cases MUST be saved with an Outcome. If they are not saved, i.e. an agent clicks back or goes back to main menu, then the case will be Taken to Process in the Active Outcomes list.

1.4 Profile a case

  • Select a case from the list displayed.
  • Enter the case ID number in the text box provided.
  • Choose the outcome to render against.
  • Render case.


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 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

  • Here you can choose the current set of records to be managed during a certain period of time.
  • Choose the dates.
  • 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 that period of time.
  • 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 to be grouped from the dropdown menus, below the new group name.
  • This will customise the group to exactly how you would like.
  • Group the recipients.
  • The group will now be saved for future use in the system.

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 want to clear the queue for this case.
  • Confirm queue reset.
  • Reset queue.


3 My Team - Tools

In the section My Team - Tools, the following functionality occurs:

  • Outbound GRTD
  • Agent - Incomplete Record Report
  • Reassign Reminders

3.1 Outbound GRTD

  • GRTD - Graphic Real-Time Displays
  • The Outbound GRTD displays:
  1. The campaign name
  2. The Sequence ID number
  3. The Outcome
  4. The number of attempts made on this outcome
  5. The records left to process

3.2 Agent - Incomplete Record Report

NOTEA group of users must be set up to process this report.

  • Choose the case.
  • A report will be displayed on the screen.
  • This report shows all agents and their Incomplete records.
  • If there are no incomplete records for any agent, then no report will be displayed.

3.3 Reassign Reminders

NOTEA group of users must be set up to process this report.

  • Choose the case.
  • A report showing My Team Reminders will be displayed on the screen.
  • Giving every user and their reminders.