Configure Cases

The Configure Cases feature empowers administrators to tailor the system to manage customer inquiries, issues, and complaints effectively. Administrators can create and customize cases to improve communication between customers and the service team, ensuring timely and organized resolution.

This section guides you through the case configuration process, highlighting the key components that allow adaptation to your specific business needs.

Administrators can configure the system to specific business needs through the following key components:

• Fields: Create and manage custom data fields to help agents collect relevant information during case resolution.

• Task Templates: Develop standardized task sets to help teams streamline the management of various cases.

• Case Templates: Agents can design customizable forms with predefined tasks to guide themselves through common issues, improving consistency and efficiency.

• Status: Agents define and manage case statuses to track the progress of cases throughout their lifecycle.

• Priority: Agents set up priority levels to determine the urgency and order for addressing corresponding cases and tasks.

• User Management: Add agents, assign roles, and set capacity limits for channels and cases. Configure skills and manage agent queues.

Fields Configuration

Fields represent pieces of data that agents need to collect for a case. The system includes default required fields and allows you to create custom fields with different formats, such as dropdowns, checkboxes, phone numbers, emails, and URLs, based on your business needs.

Using the Fields configuration, you can create and manage the following fields and use them to customize case templates:

Access Fields

To access fields, navigate to Contact Center AI > Case Management > Configuration > Fields and Select Fields in the left navigation panel. The Fields page displays listing system fields and management options.

Add New Field

To add a new field:

1. On the Fields page, click + New Field. The General Settings pop-up page is displayed.
   

2. In the General settings pop-up, fill the following required information:

   • Enter the Display Name for the field.

   • Enter the Name of the general settings for the internal reference.

   • Enter a Description.

   • Select the Field Format from the dropdown.

   • Enter the Placeholder.

   • Turn on the toggle switch for Read-only option.

   • Enter the Tooltip Text to display when you hover over the field.

   • Click Save.
     

3. In the Data settings pop-up, enter the Default Value (based on the field format), and click Save.
   

   Note

   For the Number field format, enter the value and press the Enter key.

4. In the Validation Settings, fill the following information:

   • Enter a message in the Default Error Message.

   • Select the value from the Validate dropdown.

   • Select the Validation Rule from the dropdown and write the rule value. You can also write the Custom Error Message for the validation rule.

   Note

   You can add any number of validation rules.

   • Click Save.
     

Edit Fields

To edit fields:

1. On the Fields page, click the three dots icon () to edit the custom fields.
   

   Note

   In the Fields section, only the custom fields are editable. The system fields are not editable.

2. Click Edit.
   

3. Modify the required fields in the General Settings, Data Settings, and Validation Settings.

4. Click Save.

Delete Fields

To delete fields:

1. On the Fields page, click the three dots () icon.
   

2. Click Delete to confirm. the following warning pop-up dialog box appears.
   

   Note

   Deleting any fields affects the use case templates that are currently in use.

Task Templates Configuration

The task template presents a predefined layout to agents for each case. It guides agents as they create or manage tasks. Task templates help you manage tasks by enabling prioritization, assignment, tracking, and automation across various tools. You can customize templates to set default assignments—such as unassigned, queue, individual agent, or task creator—and add extra fields for specific tasks.

Access Task Templates

To access task templates, navigate to Contact Center AI > Case Management > Configuration > Task Templates. The Task Templates page displays the following items:

The Task Templates page displays the following items:

• Name: Displays the task request name.

• Description: Displays the purpose of the task.

• Created by: Displays the administrator's name who created the task template.

• Status: Displays the current status of the template (configured or other possible states).

• Active: Displays whether a task template is currently active or inactive.

• Search: Allows you to search relevant task templates by name.
  

Create New Task Templates

Create and apply standardized tasks across multiple cases in Task Templates. This simplifies task management and maintains consistency.

To create a new task template:

1. On the Task Templates page, click + New Task Template.
   

2. On the following New Task Template page, complete the following Basic Information section:

   • Enter a Name for the task template.

   • Enter a brief Description about the task template.

   • Choose the Default Assignee from the following options:

     • Unassigned: By default, this configuration creates cases without assigning them to any individual.

     • Queues: As an administrator, you can create custom queues for different tasks. For example, one for contact center agents handling conversations and another for back-office agents.

     • Individual Agent: Assign to a specific agent automatically.

     • Task Creator: Assign the task to you if you have created it.
       

3. Click Next to move to the New Task Template - Add Fields page.
   

   Note

   The administrator configures task assignment and escalation rules to ensure tasks are efficiently allocated to agents or back-office employees upon case creation, enabling timely case .

4. On the Add Fields page, complete the following additional fields section to ensure agents provide specific information. You can also mark these fields as required or optional:

Steps to add fields:

1. Click + Add Fields to add Custom fields to the new task template.
   

   Note

   You must assign every task template to a default assignee; either a queue, an individual agent, or an agent group.

2. Click Create to finalize the task template.
   

Edit Task Templates

To edit a new task:

1. On the Task Templates page, click the three dots () icon to edit the custom task template.
   

2. Select Edit to modify the basic information.
   

3. Modify the required fields or add new fields if needed.
   

4. Click Update.

Delete Task Templates

To delete a task template, on the Task Templates page, click the three dots () icon to delete the custom task template and click Delete.

!!! Note

    Only administrators can deactivate cases and restrict agent access to case types. You cannot delete any cases as this affects associated templates that are currently in use.

Case Templates Configuration

Case templates are pre-designed forms that help agents gather and organize information for various customer issues. You can create templates that include a name, description, and default assignment (unassigned, queue, individual agent, or case creator). These templates include default fields, and you can add custom fields as needed. You can also define specific tasks that agents must complete within each case template.

You can view a list of all cases, including details of their active or inactive status, as created by the administrator. Use filters or the search function to locate specific case types.

Access Case Templates

To access case templates, navigate to Contact Center AI > Case Management > Configuration > Case Templates. The Case Templates displays the following attributes:

• Name: Displays the unique identifier case template name, used to label and categorize cases (see agents).

• Description: Displays the description of customer issues found in each case.

• Created by: Displays the name of the administrator who created the template.

• Status: Displays the flows or dialogs status that are draft or published.

• Active: By default, a case template remains in active mode. If a case template is active and the administrator deactivates it, a warning message appears, indicating that agents can no longer use it. However, if the template is inactive, agents cannot select or apply it to new cases, but it remains in the system for future use.

• Search: Allows searching for templates by name only.
  

Create a New Case Template

To create a new case template:

1. On the Case Templates page, click + New Case Template and complete the Basic Information section in the New Case panel.
   

   Note

   Agents use a case template as a form to reference for different types of customer issues. Agents can use it to configure and manage cases effectively.

   a. Enter a Name for the new case type for easy identification.

   Note

   Case numbers auto-generate in 'C000XXX’ format.

   b. Enter a brief Description explaining the template's purpose.

   c. Based on your preferences, choose a Default Assignee queues for individual agents based on your preferences.

   • Unassigned: By default, the new case is not automatically assigned upon creation.

   • Queues: Administrators can create queues for specific agent groups and assign them to particular cases. They can customize queues or use default ones, such as a queue for contact center agents and another for back-office employees.

     Note

     You should configure a fifteen-case limit per agent. If the case limit is exceeded, the system keeps additional cases in the queue.

   • Individual Agent: The cases automatically get assigned to a specific individual agent.

   • Case Creator: The cases assigned to the user who has created and initiated the task.

2. Click Next to proceed to the following Case Fields page. Case fields ensure that agents provide data for specific information, and mark all the newly added fields as required or not for validation. Ensure that the fields where agents enter data are marked as required. Adding more than one field is allowed.
   

To add fields:

1. Click + Add Fields.
   

2. Enter details in the following fields:

   • Field Name: Specify the Field Name, such as Customer Name, Issue Description.

   • Type: Specify agent-created (Custom) or admin-defined (System).

   • Validation: Mark the essential or newly added fields as required or not.

   • Action: Delete if the specified field is not required.

3. Click Next to proceed to the Task page.
   

4. On the Task Page, enable the Custom Task toggle switch if required for agents who can create their custom tasks in a case.

5. Click + Add Task from the Add Task menu.

6. Select the Task Name from the dropdown.

7. Click Create.
   

Edit Case Templates

To edit new case template:

1. On the Case Templates page, click the three dots () icon to edit the custom case templates.
   

2. Click Edit to modify Basic Information, Name, and Description, and click Next.
   

3. Modify Case Fields (Field Name, Type, Validation, or Action), and click Next.
   

4. Modify Task Fields (Custom Task, Add Task, or +Add Task) in the Task Name search list to add new fields if required, and click Update.
   

Delete Case Templates

To delete the case template, on the Case Templates page, click the three dots () icon and then click Delete to confirm.

Status Configuration

Status configuration helps you track the progress and current state of cases and tasks, ensuring effective and efficient management. The system provides five default statuses (Progress, On Hold, Resolved, and Closed), but you can create and manage both default and custom statuses to meet your business requirements. This configuration contains the following statues:

• System Statuses: You cannot edit the system-defined statuses, which are predefined.

• Custom Statuses: Created by administrators to meet specific business needs, which you can edit, activate or deactivate, or delete as needed.

Access Status Configuration

To access case management, navigate to Contact Center AI > Case Management > Configuration > Status.

Manage Existing Status

System statuses cannot be edited. However, you can activate or deactivate both Custom and System statuses using the toggle switch. Inactive statuses become unavailable for use elsewhere.

Add New Status

To add a new status:

1. On the Status page, click + New Status.
   

2. On the New Status page, enter details in the following sections:

   a. Enter the Name for the status.
   

   b. From the Status Type dropdown, select one of the following:

   • Open

   • In Progress

   • On Hold

   • Resolved

   • Closed

   c. Add a Description to provide context or explanation for the status's purpose (optional).

   d. Enable the Status Settings to make the status available for agents by clicking the toggle switch.

3. Click Save to add the new status. By default, new statuses are set to Active.

Tips for Status Configuration

• Create specific statuses for internal use (for example, Pending Customer Response instead of generic On Hold).

• Consider creating statuses for different case types or stages (for example, Reopened for resolved cases that need further attention).

Edit Status

To edit or delete a custom status:

1. On the Status page, click the three dots () icon to edit the existing status tasks.
   

2. Click Edit. The following Edit Status dialog page appears.
   

3. Turn on the Enabled toggle switch to make it available for agents.

4. Click Save after editing the required fields.

Delete Status

To delete status:

1. On the Status page, click the three dots () icon to delete the existing status fields.
   

2. Click Delete to confirm.
   

Priority Configuration

Priority configuration in case management helps agents determine which cases and tasks need immediate attention. The system includes four priorities (Low, Medium, High, and Critical). Administrators can create custom priorities based on specific business requirements. There are two categories of priorities:

• System Priorities: You cannot edit the system-defined statuses, which are predefined.

• Custom Priorities: Created by administrators to meet specific business needs.

Access Priority Configuration

To access case management Priority, navigate to Contact Center AI > Case Management > Configuration > Priority.

Manage Existing Priorities

You cannot edit system priorities, but you can deactivate them using the toggle switch. The Priority page lists existing system and custom priorities and is automatically sorted based on their assigned value.

Adding a New Priority

To add a new priority:

1. On the Priority page, click + New Priority.
   

2. In the New Priority page, enter details in the following sections:

   a. Enter the Name for the priority.
   

   b. Add a Description to provide context or explanation for the priority's purpose.

   c. Enter a Value reflecting the priority numerically (1-15).

   d. Select an appropriate Color as a visual indicator of priority.

   e. Turn on the Priority Status toggle switch to make it available to agents.

3. Click Save. The new priority gets listed on the Priority page, and will be Active by default.

Tips

• Use a consistent numbering system for priority values (for example, increments of 5 or 10) to allow for easy insertion of new priorities in the future.

• Choose distinct colors for each priority level to make them easily distinguishable.

• Consider your business needs when creating custom priorities (for example, you might need an Emergency priority above Critical).

Edit Priority

To edit custom priority cases:

1. On the Priority page, click the three dots () icon to edit the existing priority tasks.
   

2. Click Edit.
   

3. Click Save.

Delete Status

To delete the custom priority status of cases:

1. On the Priority page, click the three dots () icon to delete the existing status fields.
   

2. Click Delete to remove.
   

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