Processing Cases
Last updated
Last updated
A "case" is a record that encapsulates a customer's issue, storing key details like a unique identifier, customer information, issue description, status, and priority.
The following diagram depicts a basic walk-in case lifecycle:
Agents can create new cases for walk-in services directly inside an inbox.
For more information, see:
To assist the next customer, you can choose from the following methods:
Click the "Next" button on the primary Agent Console to call the next case from the inboxes in the current workspace based on their priority.
Click the "Next" button on a specific inbox to call the next case from that particular inbox.
Click "Start" or "Start in a New Tab" from the case's context menu to call a specific case.
When you start processing a case, the following things happen:
The case status changes to Active.
You place a lock on the case - no other user can process the case.
You can edit the case field, add and remove tags, link a customer record, etc.
If the case's channel is face-to-face and digital signage is configured, a visual and audio announcement will be played on the digital sign, directing the customer to the agent's workstation.
The case will open in a new tab on the agent console.
To learn what you can do with an active case, see:
After you have finished assisting the customer or dealing with the case, click on the "Resolve" button. This will save any changes you have made, update the case status to "Resolved", and release your lock on the case.
If any automations were defined for the resolved event, they will run now. These automations may send messages to the customer, update the case fields and tags, and move the case to another inbox for further processing.
If no further processing is required, the case will be closed permanently.
