Cases Section

Objective

To effectively manage cases by utilizing the filters, key columns, case information, and bulk actions.

Video HERE

Key Steps

1. Search and Filter Cases

• Use the search bar to find a specific case ID.
• Utilize filters on the right side to narrow down cases by status (e.g., unassigned) or channel (e.g., SMS).
• Press "Clear All" to reset filters and view all cases.

2. Understand Key Columns

• Assignees: Agents currently involved in the case OR agents involved when the case was closed. 
• Agents Involved: All individuals involved in the case.
• Current Team: Last team that handled the case. Use this column to check for Unassigned cases.
• Teams Involved: All teams the case was routed to.
• Team Access: Teams of all agents involved in the case.

3. View Case Information

• Click on a case to see details like Case thread, History, Details, and Case Journey.
• Export conversations by clicking the three dots in the upper right corner.
• Utilize the Auto Translation feature for language translation.

4. Perform Bulk Actions

• Check multiple cases to enable bulk actions.
• Options include Closing cases, Changing assignees, and Exporting cases.
• Change assignee action transfers multiple cases to another agent and go directly to Active status.

Cautionary Notes

• Ensure to double-check actions before proceeding, especially for active cases.
• Be mindful of the impact of changing assignees on ongoing cases.
• Exercise caution when performing bulk actions to avoid unintended consequences.

Tips for Efficiency

• Regularly use filters to quickly find specific types of cases.
• Familiarize yourself with the key columns to understand case details at a glance.
• Utilize bulk actions for efficient management of multiple cases simultaneously.