Case Details Section

Objective

To provide a step-by-step guide on how to navigate and understand the details section of a case in the system.

Video HERE

Key Details

• Assignee: Check the ASSIGNEE field on the right side of the case to see the agent's name who picked up the case or is involved.
• Case Status: Identify the status of the case, which can be either ACTIVE or UNASSIGNED.
• Contact Section: Locate the CONTACT section to view visitor information including name, phone number, and email.

• Case Section: Review the CASE section for the case name, Case ID, channel (chat, SMS, email), and tags.

• Tags: Note that cases may have pre-existing tags representing departments or teams. Admins can add new tags, while agents can select from a dropdown list.
• Case Journey: Explore the case journey section at the very bottom to understand the chat's origin, routing, case acceptance, and final destination.

Cautionary Notes

• Only admins are authorized to add new tags in the CASE section.
• Ensure accuracy in reading and interpreting the information provided in each section to avoid errors in case management.

Tips for Efficiency

• Familiarize yourself with the layout of the details section to quickly locate and understand the information.
• Double-check the case status and assignee to ensure timely and appropriate action is taken.
• Utilize the provided dropdown list for tags to streamline case categorization and organization.