Difference between revisions of "Case Reports - My Teams"
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Philip Lacey (talk | contribs) |
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==='''My Team - Exception Cases'''=== | ==='''My Team - Exception Cases'''=== | ||
+ | *Select the dates in which to report from. | ||
+ | *Select the case in which to work on. | ||
+ | *A report showing: | ||
+ | # Case ID | ||
+ | # Incomplete cases | ||
+ | # Complete cases | ||
+ | # Contact Count | ||
+ | # Their Start/End Time Interaction | ||
+ | # Status of the case | ||
+ | # Duration of the case |
Revision as of 17:03, 29 March 2012
Contents
1 My Team - Reports
Within this section, there are seven sub-sections:
- My Team - Reminders
- My Team - Contacts
- My Team - Statistics
- My Team - Open Cases
- My Team - Exception Cases
- My Team - Case Timing
- All ReOpened Cases
1.1 My Team - Reminders
- Select the dates in which to report from.
- Select the case in which to work on.
- A report showing reminders for a list of users within the team will be returned to the screen for that period of time.
- The individual groups will also be listed.
1.2 My Team Contacts
- Select the dates in which to report from.
- Select the case in which to work on.
- A report displaying data for all users in the team will be returned to the screen.
- The casess associated with each user will be listed below their name.
1.3 My Team - Statistics
- Select the dates in which to report from.
- Select the case in which to work on.
- A report showing:
- Outcome breakdown
- Agent Breakdown
for everyone in the team will be returned to the screen.
- A table will also be displayed, showing:
- The agent name
- The amount of Web entries per user
- The amount of Updated records per user
- The total for all users
1.4 My Team - Open Cases
- Choose the case.
- A report showing the open cases, per team will be returned to the screen.
1.5 My Team - Exception Cases
- Select the dates in which to report from.
- Select the case in which to work on.
- A report showing:
- Case ID
- Incomplete cases
- Complete cases
- Contact Count
- Their Start/End Time Interaction
- Status of the case
- Duration of the case