Difference between revisions of "Case Reporting"

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[[Category:Learning:Contact Centre]]
 
 
[[Category:Module Specific:Case Management]]
 
[[Category:Module Specific:Case Management]]
 
[[Category:Module Specific:Data Profiling]]
 
[[Category:Module Specific:Data Profiling]]
 
[[Category:Topic:Case Management]]
 
[[Category:Topic:Case Management]]

Latest revision as of 23:29, 9 November 2014

In the Case and Form Management Menu, there is a section on reporting called:

  1. My Reports

1 My Reports

Within this section, there are two sub-sections:

  • My Reminders
  • My Still Open Cases

1.1 My Reminders

  • All Incomplete records will be returned in sequence, including all records that have been taken to process.
  • These records will be highlighted in red.
  • This is a really good way of determining which records have not been processed correctly.
  • Click on the blue button beside the record ID's that are highlighted in red.
  • This will take you directly to the record.
  • Save the record with the correct outcome.
  • Go to Queue Management -> Set the Current Working Outcome
  • In the Taken to Process listing, the records will now have decreased.
  • This is because you have just processed one of the records in your reminder list.
  • Depending on the outcome chosen on this record, it will now be either a different Incomplete outcome or a Finished Outcome.
  • If you want to process all of these Incomplete records, go back to My Reminders and continue the process as above.

1.2 My Still Open Cases

  • Choose the case.
  • A list of records will be returned that are still open, i.e. have not been processed correctly.
  • Click on the blue button beside one of the open cases.
  • The record will open.
  • Save the details of this record with a new outcome.
  • Go to Queue Management -> Set the Current Working Outcome.
  • The record will now be in a different outcome in the list
  • It will also be moved up in the number of attempts on this outcome on the list.
  • Click on the number under the number of attempts to put the record back on the stack for further processing.
  • Or simply go back to My Reminders to process the record.