Master Page

Viewing Case Details

The Case case pane button pane provides the details of the case to which the selected activity belongs. Here you can get information about the various actions performed on the activities associated with the case.

The properties displayed in the Case pane vary based on your department's configuration and the activity you have selected. The properties displayed include:

  • Case ID: The unique ID of the selected case.

  • Case Status: The status of the case. The status can be Open or Closed. You can use this field to manually close a case.

  • Original Source: The communication channel from with the case originated, such as Chat, Email, etc.

  • Owner: The owner of the case. This is often the first advisor to begin working on the case or to create the case. This field is updated by the application as needed.

  • Severity: The severity of the case. You can set the case to a severity of Low, Medium, High, and Urgent.

  • Due On: Set the due date for the case using the calendar.

  • Due At: Set the time when the case is due.

  • Description: A brief description of the case and the activities contained within.

  • Description of Solution: A brief description of the solution used to resolve the case.

  • Case Internal Status: The internal status of the case to help identify what state the case is in. Depending on your configuration, the options in this dropdown include resolved, waiting action, pending confirmation, and unresolved.

The Case case pane button pane includes the following tabs, sections, and buttons:

Use

To

Case Details tab

View various details about the case, such as the original source of the case, the owner of the case, the severity level of the case, etc.

This tab is removed when the Case pane is expanded and displays both the Case Details and Case History.

Case History tab

View a list of all activities associated with the case. It also displays properties such as the Activity ID, status, and subject of the activity. The agent can expand the activity to display the activity body.

This tab is removed when the Case pane is expanded and displays both the Case Details and Case History.

Create Case button

Create a new case and associate with the current case or activity. This button is located in under the More button in the Case Details.

Change button

Change the case to which the selected activity is associated. This button is located in under the More button in the Case Details.

Split button

Split the current case into two cases. Cases with just one eligible activity cannot be split. Activities in transit, locked or completed, are not eligible. This button is located in under the More button in the Case Details.

For more information, see Splitting and Merging Cases.

Print button

Prints the case details.

Save button

Save changes made to the case details.

Related Cases section

View a list of all related cases for the selected activity. The system allows you to manually change the case associated with an activity to another existing case or to create a new case for the activity. Cases can become related when an option has been enabled it in the inbound workflows that allows new cases assigned to an activity to become associated with one another.

For more information, see Related Cases.

Classifications section

View the classifications assigned to all of the activities of the case.

For more information, see Classification Basics.

Notes section

View the notes that have been added to the case. Notes added here only relate to the case; any notes added to the activities within the case are viewed in the Activity Details.

For more information, see About Notes.

Note that you can view a full-screen version of the Case pane by clicking the activity ID in the default view of the Inbox and clicking the Go to Case button. This full-screen view can be undocked from the Advisor Desktop and placed in a separate window.

To view case information:
  1. With an activity or case selected in the Inbox, go to the Case case pane button pane. Here, you can view the properties of the case, the list of activities associated with the case, and related cases, if there are any. 

    view case details

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