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.

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.

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.

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¶

To update or resolve cases:

Under the case details section, select the Resolve from the status dropdown list.
When the agent completes the review processes, the agent can view all case statuses (including Closed, Open, and Resolved) from 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.

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. Please note that agent cannot create or edit tasks once a case is closed. The system prevents task creation if required fields are missing or invalid.

Note

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

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.

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