Manage Cases and Tasks¶

Agents effectively manage cases and tasks to ensure timely resolutions and high customer satisfaction—from the moment they receive assignments until they successfully resolve them.

Manage Cases¶

A case represents a formal record of a specific situation or problem that requires management, attention, or resolution. It encompasses individual instances or records of events, issues, or requests that demand attention, tracking, and resolution.

Managing cases involves a systematic approach to ensure that all aspects of a case are addressed efficiently and effectively.

Access Manage Cases¶

To access cases, navigate to Contact Center AI > Case Management > Manage Cases > Cases.

Each case in the system includes the following details:

ID: Displays a unique identifier ID of a case or service request.
Title: Displays a brief title describing the service request.
Customer: Displays the name of the customer who requested the case.
Channels: Displays the channel name through which the request is made (Web or Mobile Client).
Status: Displays the current state of the case.
Priority: Displays the priority level of the case (Critical, High, Medium, Low).
Last Updated: Displays the last updated date and time of the case.
ETA: Displays the estimated due date. It is calculated based on the due date and system date. If it is overdue, then it is due today or the target date.
Assignee: Displays the name of the agent to whom the case is assigned (not applicable for Unassigned, My Cases, and Closed).

The users can access the additional menu items for the Cases:

My Cases: Cases assigned to the agent or back office employee.
My Tasks: Tasks assigned to the agent or back office employee.
Closed: Closed cases.
Search Cases: Enables searching for specific cases based on field values or content (for example, case ID, status, priority, keywords in case descriptions or notes).

Create Cases (Outside the Agent Console)¶

Steps to create a new case:

Access cases by navigating to Contact Center AI > Case Management > Manage Cases > Cases. The unresolved cases page displays.
Click + New Case. the New Case dialog box is displayed with a default Case Number assigned.
In the Requested by field, enter the name of the customer.
Choose a channel type from the dropdown list.
- For the Voice, select the customer's phone number and Country from the dropdown list.
- For the Web/Mobile Client, enter the customer’s email address.
Select the case template from the Case Type dropdown list to capture the details about the customer's issue or query.
Select a Due Date to complete the case.
In the description, enter a conversation summary of the issue or service request.
Enter a Title for the case based on the issue raised by the customer.
Select the (Critical/High/Medium/Low) from the Priority level dropdown list. By default, the Status is set as Open.
Click Save. A success message is displayed, and a new case is created and assigned to an agent based on the case type assignment rules.

Note

You must fill all the fields marked with a red asterisk (*).

View Cases¶

A supervisor can view various cases of the following statuses:

Unresolved: Cases that are still active (work-in-progress) and not yet resolved or closed.
Unassigned: Cases that are identified but not yet assigned to a case manager or team member.
All Cases: Displays a comprehensive view of all cases within the system, regardless of their status.
My Cases: Cases that are assigned to the agent or back office employee.
Closed: Cases that are completed and closed.
Search Cases: Search for cases based on various field values (for example, case ID, status, priority).

Note

The supervisor can set the capacity limit of each case in the system for specific agents. The cases remain in the queue until an agent is available.

By clicking any of the existing Unresolved cases, you can view the following sections of a Case, such as associated tasks, customer details, current status, and activity logs.

The following is one example of an Unresolved Case details that includes the following sections:
Description: Displays a summary of the service request issue.
Tasks: Displays the number of tasks created against a case assigned to an agent, which includes the unique task ID, task name, agent name, task status, and task priority level.
- Add New Task: Allows you to add new tasks related to a case.
- Custom: This message appears when the Custom Task checkbox option is enabled for agents about a case while creating Case Templates.
- Activity: Displays the specific actions taken to manage a case.
- Add Comments: Displays the comment box related to an activity entered by the supervisor or agent.
- Add Comment and Send as Email: Allows you to add a comment and send as an email (along with the email address) before saving it to the comment.
- Email: Displays the email and standard response template to add the required details of the case.
- File Attachment: Displays the image or file attachment icons to support the case when you click the attachment icon.
- Standard Responses: Displays the predefined text signatures to quickly select and send to the customers.
- Edit Comments: Displays you to edit the entered comment related to the case.
- Format: Displays formatting icons to edit your email content, such as bold, italic, ordered list, and so on.
- Events: Displays the associated events related to the cases and tasks.
- Case Details: Displays the information where the agent can view the following case details of a case.
- More Information: Displays the additional details about the case.
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!!! Note

    As an agent, you can manually update the case status based on progress or updates received from back office employees and other agents. For instance, you can create additional tasks to address any outstanding issues if the case is not marked as **Closed**.
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Transfer or Update Cases¶

The agent can transfer a case to another agent by selecting the Assignee from the dropdown list.

Update or Resolve Case Status¶

Under the case details section, select the Resolve from the status dropdown list.
When the review processes are completed by the agent, the agent can view all the case statuses, including Closed, Open, Resolved, and so on, from the agent Dashboard > My Cases > Closed.
To view the status of all closed cases on the Dashboard and Manage Cases, see Analyze Case Management.
Ensure all required actions and activities associated with the task are completed and changed to resolve with a proper comment before closing the case.
Review the case to ensure that all aspects of the requested issue are addressed and resolved satisfactorily.
Ensure all processes and tasks are completed before marking the case and all associated tasks as Resolved, and then change the status of the case to Closed.

Manage Tasks¶

Task management helps agents resolve cases efficiently by ensuring all necessary actions are completed. You can configure assignment rules for new cases to allocate tasks to agents or back office employees based on their availability, capacity, and skills. The system automatically sends notifications to agents when tasks are transferred or updated, providing current task information, comments, and status updates for streamlined management.

The Agent can perform the following actions:

View and update all required fields in the assigned task (active or inactive).
Provide comments on the task for tracking progress and providing context.
Change the status of the task to the next level upon completion.
Assign the task to itself, and can transfer the task to another agent or to another back office employee.
Select another agent from the list and reassign the task.
View all details of the task assigned to them, including any previous comments and status changes.
Create, edit, or delete tasks until the case is closed.

Task Notifications¶

Agents are notified through the case management system (Console) when any new tasks are assigned.
Task Notification

Access Tasks¶

To access manage tasks, navigate to Contact Center AI > Case Management > Manage Cases > Tasks.

!!! Note

    The agent can easily switch between custom tasks and task templates.

Add New Task¶

To Add a New Task:

Click on any of the cases from the Tasks page.
Click the + Add New Task. By default, the New Task dialog box is displayed with a default Task Number assigned.
Select the Task Type for the related case from the dropdown list provided.
Select a Due Date to complete the task.
Enter a case Description based on the conversation case summary.
Enter a case Title based on the issue raised by the customer.
Select the task Priority (Critical, High, Medium, Low) from the dropdown list. By default, the Status is set to Open.
Click Save. A success message of the task creation is displayed, and a new custom task is created and assigned to the agent.

Note

All the red asterisk (*) marked fields are mandatory to fill up.

!!! Note
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The agent cannot create or edit tasks once a case is closed. The system prevents task creation if required fields are missing or invalid.
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View Tasks Components¶

This section displays the task description, task details, current status, and activity logs. Click any existing unresolved tasks to expand and view detailed information.

Transfer Task¶

An agent can transfer a task to another agent by selecting the Assignee from the dropdown.

To assign a task:

Allot the task to the appropriate agent based on expertise, workload, and availability.
Set priority levels (High, Medium, Low, Emergency, and so on) for each task to focus efforts where they are most needed.

Review Task Activity¶

Review task activity enables agents to understand the task or case history and the rationale for specific actions.

To monitor a task:

To view task statuses, outstanding items, and overall workload, check the dashboard.
After tasks are completed, collect the feedback through comments and event details to review the progress of each task.

To view task activity:

In the Activity section, select the Expand icon.
Click the Comments tab to view/add comments.
Click Save. You can edit, delete, or add supported image files related to the task activity addressed.
Click the Events tab to view all the events of a case that includes changes in status, updates, or actions taken by agents.

After you complete tasks, verify that all customer issues are addressed. Ensure that all comments and events contain appropriate details for each task. This information helps track agent communication progress and captures all relevant information throughout the case lifecycle for future reference.

Update Task Status¶

Under the Task Details, select the Resolve from the status dropdown.

Task Closure¶

Change each task's status from Resolved to Closed after you complete all required actions. After you complete all review processes, you can view the task status (such as Closed, Open, or Resolved) from the Agent Dashboard > My Tasks > Closed.

Agent Console¶

The Agent console displays essential information for agents who use the Case Management Console. It focuses on initiating customer interactions, creating cases, and managing cases and tasks. The console streamlines the case management workflow to ensure quick response times and effective issue resolution.

Prerequisites¶

Before managing cases and tasks, ensure the following prerequisites are completed:

Set up a Channel and Chat or Voice Bot with Customer Support dialogs.
Customers must have the option to select an agent during Bot or Voice interactions or conversations.
The customer should select the agent transfer option to initiate agent interaction.

Create a case¶

The system creates cases based on the configuration defined in Case Templates. You can handle a customer case using two methods: Automated or On-Demand.

Automated¶

The process of automated case creation are configured using public APIs for channels such as emails and voicemails. Use these public APIs to get case details, update case details, and delete case details.

Note

When automated case creation is enabled, every qualified conversation automatically derives the case data, and thus, a case is created.

On demand¶

On-demand refers to the live conversation with a customer through any channel (email, chat, or voice). The agent reviews the customer's issue or query and creates a case accordingly. Agents and Supervisors can create cases in the following ways:

Offline Conversation
Live Conversation

Note

Administrators can enable the on demand feature in the Manage Cases section and assign it to a specific agent instead of enabling it for everyone.

Offline Conversation¶

Agents and supervisors can manually create cases based on information that are not linked to real-time interaction, such as Emails, Voice Calls, or Chat messages. This process does not require an active conversation with the customer or access to the console that requires to manage customer issues and inquiries even outside of live interactions.

The agents can create a case using the following processes:

Agent Console
Manage Cases

Create a New Case¶

Steps to create a new case:

Navigate to Contact Center AI > Agent Console. The Agent Console displays.
Click the + icon, and then click Create Case. The New Case dialog box is displayed with a Case Number assigned along with the form.
In the Requested by field, enter the Name of the customer who has requested to create a new case, for an Issue, Inquiry, Complaint, or a Service request.
Select a communication channel from the Channels dropdown list (Voice or Web or Mobile Client).
- Voice: Select the Phone Number from the dropdown list, and add the selected country phone number that a customer belongs to.
- Web/Mobile Client: Enter the Customer’s Email address.
Select the appropriate case template from the Case Type dropdown list, and complete it by capturing the details about the customer's issue or query.
Enter the case Title based on the issue raised by the customer.
Enter the case Description based on the conversation summary.
Select the Due Date for the case.
Select the case Priority (Critical, High, Medium, Low) from the dropdown list.
By default, the Status is set to Open.
Select the appropriate options in the Sample field to support the new case.
Click Save. A success message is displayed, and a new case is created.

Note

The created case gets assigned to agents based on the case type assignment rules.

Live Conversation¶

Agents create and track cases during real-time interactions via email, voice, or chat, enabling them to address customer issues promptly while the conversation is ongoing.

Agent Transfer¶

When a customer requests an agent, the system transfers the conversation by initiating a transfer workflow.

Notification Alert

The agent receives a notification alert in the agent console while a conversation is transferred to an agent. Learn more.

Identify the Issue or Inquiry

Once the system notifies the agent, the agent reviews the conversation and identifies the customer's issue or inquiry using the basic information the customer provides.

Tip: Based on the conversations, the agent provides relevant information to customers or suggests actions to resolve the issue. For example, "Refrigerator Cooling Issue”, the agent suggests troubleshooting steps based on the customer details received.

Follow-up Questions

To further troubleshoot, the agent requires additional details from the customer that includes:
- Troubleshooting Questions: The agent provides additional details to address the issues based on the use cases or queries raised. For example, the Brand Name, Model Number, Part Issue, Image of the Defective part, Sample Attachments, Agent Forms, Add Link (Web or Email address), and Create New Case.
- Create a New Case: If additional information or follow-up is required, the agent can create a new case by clicking the New Case icon, using the details gathered from the customer.

Case Creation via Live Interaction Pane¶

To create a new case through live interaction:

Click the New Case.
icon. The New Case dialog box displays with a case number along with the form.
Select the appropriate case template from the Case Type dropdown list, and capture the details of the customer's issue or query to complete it.
Enter the case Title based on the issue raised by the customer.
Enter the case Description based on the conversation summary.
Select the Due Date for the case.
Select the case Priority (Critical, High, Medium, Low) from the dropdown list. By default, the Status is set to Open.
Select the appropriate options in the Sample field to support the new case.
Click Save. A success message is displayed, and a new case is created and assigned to an agent.

Case Notification Alert¶

Alert Notification for Agent: The system notifies the agent as soon as a case is assigned to them.
Click the bell notification: Icon to view all previous notifications.

Case Creation During a Voice Call¶

To create a new case during the voice call:

Click the New Case icon shown on the voice call screen to open a case form that includes all required conversation details, such as the transcript and relevant customer information.
Select the appropriate case template from the Case Type dropdown list. The template is displayed with the Assigned to, Title, and Description details.
Select the (Critical, High, Medium, Low) from the Priority dropdown list. By default, the Status is set to Open.
From the Account Type dropdown list, select the type of account associated with the case.
From the Product Type dropdown list, select the type or category of the product (or service) related to the case.
Click Save to submit the case.

Case Creation via Email¶

The agent can use this feature to create a case via email while interacting with the customer.

To create a case via email:

Navigate to Contact Center AI > Flows & Channels > Digital.
Select Email to create a new email domain. The created domain appears.
Click New Email Address to register an email address for the domain. Learn more.
Attach a Flow Experience to your Custom or Kore domain Email Address. Learn More.
Publish your Custom or Kore domain Email Address. Learn More.
Compose an Email from your mailbox with the required information and click Send. The agent receives an email transfer acceptance response and initiates the customer interaction.
Click Reply to gather information about the issue by interacting with the customer.
Click the New Case icon to register a new case or service request. Learn more.
Use the Transfer option to forward the Email conversation to another agent.
Select End to close the conversation after you register or address the issue.

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