Service Categories and Types
Understanding service categories and service types.
Within Cubu, each case is assigned to a service category, a primary classification used to categorize cases based on their required work type. This service category is then subdivided into specific service types, offering a more granular breakdown of work classifications.
A service type determines the duration of work required to resolve a case. This duration determines the appointment duration that needs to be scheduled when using an appointment-based service.
Examples of possible service categories and types in different organization types:
Deposit Services
Savings Account Opening
Checking Account Services
Certificate of Deposit (CD) Management
Loan Services
Personal Loan Application
Mortgage Loan Origination
Auto Loan Approval
Payment and Transaction Services
Wire Transfers
Bill Payment
Cash and Coin Handling
Every service in Cubu belongs to a specific category. When customers queue up or book an appointment for a service, a case is created in the service category.
Service Category Fields
Select the relevant fields for the service category. These fields will be added to cases created in this service category.
Service Category Tags
In the Case Tags tab, select the tags that could be added to cases with this service category. Tags provide a simple way to label and classify case records. Adding colored tags to a service category will help the agents further differentiate between cases and find relevant cases according to their tags.
Service Types
Estimated work (in minutes): This value determines appointment duration and helps estimate expected wait times.
Expected no-show rate (percentage): Use past statistics to estimate the no-show rate for this service type. The no-show rate indicates the percentage of customers not attending their scheduled appointments. When a service is configured to compensate for no-shows (see service settings), Cubu will allow overbooking appointments to compensate for the expected no-shows, thus increasing agents' time utilization.
See Also
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