Case Management
From All n One's bxp software Wixi
Revision as of 11:15, 28 March 2012 by Philip Lacey (talk | contribs)
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 case, thus creating a case.
- Choose the Outcome from the outcome drop down menu.
- The Outcomes will be either:
- Complete or
- 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:
- Go to Queue Management -> Set the Current working Outcome -> Choose the case
- This Incomplete case has now been placed on the stack in the Active Outcomes list under the outcome selected.
- 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.
- 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.
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:
- Go to Queue Management -> Set the Current working Outcome -> Choose the case
- This Incomplete case has now been placed on the stack in the Active Outcomes list under the outcome selected.
- 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.
- 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.
1.4 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:
- Campaign name: (Name)
- The current working Outcome is: (Outcome)
- The current working attempt is: (Number of attempts on this outcome)
- The earliest activity in this campaign is: (Date)
- 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:
- Campaign name: (Name)
- The current working Outcome is: (Outcome)
- The current working attempt is: (Number of attempts on this outcome)
- The earliest activity in this campaign is: (Date)
- 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 directly below the active outcomes 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.
- To put these records in the queue to be processed by an agent, click on the link.
- The case will join the queue and will be handed to the agent to complete.
- All Completed Outcomes will be displayed in the Finished Outcomes list.
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:
- The Sequence ID
- The Outcome
- Attempts
- 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:
- The campaign name
- The Outcome
- Attempts from
- Attempts to
- Attempts should always go from large to small.
- 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