Inboxes
Understanding inboxes.
Last updated
Understanding inboxes.
Last updated
An inbox is a container for cases and signifies who is responsible for processing them.
A case can move between inboxes as the business flow requires during its lifetime until it is resolved and closed.
A case always belongs to an inbox. Each service defines a Target Inbox, which defines the initial inbox where the case is placed when it is created.
Agents access inboxes and their cases using the Agent Console tool.
Only agents in designated groups can access the inbox cases. These agents become responsible for resolving the cases when they are in the same unit.
New cases in the inbox are processed in the order they arrive. Walk-in customers join the queue at the end, and appointment check-ins are placed in the queue based on scheduled times, potentially in the middle.
Cases in the queue can have two statuses: Waiting and Pending. If a case is Pending, it's not ready to be worked on. When agents call the next case, they skip Pending cases, which maintain their queue position, and move to the front once other cases are completed.
Sometimes, a process requires multiple users or repeated processing to be resolved. Cubu can facilitate such multi-step processes by moving cases between inboxes using predefined routes. A case can only be transferred from a source inbox to a destination inbox if a route is defined between them.
When a route is defined on an inbox, the Agent can move cases from this inbox using the Agent Console's Move button.
The diagram illustrates the movement of a case between inboxes handled by different agents:
It is a common practice to assign agents to multiple inboxes. This is achieved by creating a Workspace in the Agent Console and adding inboxes to that workspace. When an agent clicks on the "Next" button on the agent console, a case is selected from all of the inboxes within that workspace. To determine which cases are handled first by the agents, different priorities can be assigned to each inbox.
Automations are custom actions performed automatically on cases in an inbox on specific events when a set of conditions is fulfilled. The automation is defined for a specific inbox and applied to the cases in that inbox.
This feature allows you to automate standard business processes and perform various tasks such as sending emails and SMS messages, changing the case fields, tagging the case, etc.
