Case Management

1 My Forms

In the section My Forms, the following functionality occurs:

• Submit a form
• My Forms

1.1 Submit a form

• Choose a case.
• Choose a form from the dropdown menu.
• The form will open once you have chosen it.
• Fill out the form.
• Submit form.

1.2 My Forms

• Choose a case.
• Enter a Case Id and select an Outcome
• The options for the case selected will be displayed on the screen.
• Render the form.

2 My Reports

In the section My Reports, the following functionality occurs:

• My Reminders
• My still Open Cases

2.1 My Reminders

• A list of reminders for incomplete cases will be returned
• The Incomplete cases will be displayed in red showing precisely the records that were not finished.

2.2 My Still Open Cases

• Choose a case.
• A report listint all the Incomplete records will be returned to the screen.
• Choose the record you wish to update.
• The record will open.

3 My Cases

In the section My Cases, the following functionality occurs:

• Create a case
• Process a case
• Look up a case
• Profile a case

3.1 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
2. Incomplete

• Save the details of the record.
• If the outcome of a record is Incomplete, the record will need to be processed further and is placed on the Active Outcome stack list under that outcome name.
• In order to process this case further:

1. Go to the Queue Management section.
2. This Incomplete record has now been placed on the stack under the outcome selected.
3. Click on the number under the last attempt in the stack, which will cause the record to be put back in the queue to be processed.
4. Now when an agent goes to process a case, this record will be handed back to be processed.

• If the outcome is Complete, the record will be processed as a finished outcome and will appear in the Finished Outcomes stack list under that outcome name.

3.2 Process a case

• Select a case from the list displayed.
• If there are no records left to process, then no records will be returned.
• For example, if all the records have been processed with Complete Outcomes they will be no more processing to do with these records.
• However, if there are records to process, the next record in the queue will be handed back to the agent to process.
• The agent processes this record

3.3 Look up a case

• Select a case from the list displayed.
• If you know the record ID, enter it into the record ID text box and press return.
• If you do not know the record ID, place the cursor in the record ID text box and press return.
• All records will be returned to the screen.
• Click on the blue button beside the record you wish to view.
• The record will open.

3.4 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.

4 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.

4.1 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.

4.2 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.

4.3 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.

4.4 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.

4.5 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

4.6 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.

4.7 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

5 My Team - Tools

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

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

5.1 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

5.2 Agent - Incomplete Record 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 fro any agent, then no report will be displayed.

5.3 Reassign Reminders

• Choose a case.