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Setup Process

The following sections describe how to set up case management, enable features, customize system registration, and validate configuration.

  1. Sign Up the XO11 Platform

    • Sign Up: Login to the XO11 Platform registration page and fill out the sign-up form with your email address. After you complete registration, the XO11 Platform automatically creates your workspace with default configurations. Learn more.

  2. Enable Case Management

    • Provide Account ID: When the registration process completes, note the unique Account ID to activate Case Management.

    • Admin Access: After the successful registration, you get admin access automatically.

    • Contact Support: Reach out to the Kore Product team for assistance. Learn more.

  3. Configure Queues and Skills

    • Queue Setup: Create and customize queues as needed (contact center agents and back-office) for different teams. Learn more.

    • Default or Custom: Use default queues or customize your setup as per your requirements.

    • Configure: Set up agent skills for proper case routing (optional). Learn more.

    • Customize: Adjust operation hours to match your business schedule (for example, weekday hours or 24/7 hours of operation). Learn more.

  4. Add Channels To Configure your communication channels setup (Email, Chat, Voice), refer to Learn more.

  5. Invite Team Members

    • Send Invitations: Send email invitations to agents and supervisors.

    • Assign Roles: Assign appropriate roles queues, and skills. Learn more.

    • Case Capacity Limits: Enable capacity limits for each agent as needed. Learn more.

  6. Set Up Case Management Components

    • Fields: Create custom fields with different field formats for your business needs. Available formats include:

      • Drop-down lists
      • Multi-select options
      • Checkboxes
      • Phone numbers
      • Email addresses
      • URLs

    • Status: Create custom statuses under the status type to meet your business requirements. You can add custom statuses to the five default statuses

    • Priority: Create custom priorities with values to automatically sort case severity to supplement the four default priorities.

    • Task Templates: You can create task templates to manage and automate customer support tasks. When you create a template, you can specify who should handle the task by choosing one of these assignment options:

      • Unassigned
      • Queue
      • Individual agent
      • Task creator

    • Additional Fields: Add the custom fields that your task requires.

    • Case Templates: Create case templates to help agents collect and reference information for different customer issues. Include the following elements:

      • Custom fields

        • Name
        • Description
        • Default assignment

      • Predefined tasks (if needed)

        • Unassigned
        • Queue
        • Individual agent
        • Case creator

  7. Set up Case Layout

    Design an efficient case layout for the agent console. Learn more.

  8. Test Your Setup

    Test your configuration process using the following scenarios.

  9. Email Channel

    • Verify that all Case Management system components function correctly in the email channel, from case creation through resolution.

    • Verify that the Case Management system integrates properly with the email system.

    • Set up an email account for receiving and sending test cases.

    • Prepare templates for case creation and communication.

  10. Automation Process

    • Create an automated flow.

    • Configure failover handling (When automation fails, the system automatically transfers the conversation to an agent in the default queue. The default queue includes: Agent 1 and Agent 2)

    • Create a new queue named Case Queue and add Agents 3 and 4.

    • Create a new case template with Case Queue as the default assignee.

  11. Conversation Process

    • Send Email: The system processes the conversation through the default queue flow.

    • Automation Failure: When automation fails, the system routes the conversation to Agent 1 or Agent 2.

      • Case Creation: When Agent 1 creates a case, the system assigns it to Agent 3 or Agent 4. For more information, see Learn more.

      • Case Handling: Agent 1 can close the conversation while the case remains open for the assigned agent to take further action.

  12. Set up User Permissions

    Configure the following access controls (user management and role settings):

  13. Configure case handling capacity and language settings

    To configure case handling capacity and language settings:

    1. Go to User Management > Manage Users.
      Manage Users

    2. In Manage Users, right-click the user you want to edit.
      Manage Users

    3. Select the three dot lines () icon, and select Edit.

    4. On the User Attributes page, select Cases.
      User Attributes

  14. Turn on the Enable Case toggle button to configure the Maximum Case Handling Capacity of the agent.

    Note

    Ensure that the maximum capacity for both Case and Task is limited to 15 each.

  15. In the Language Support, select your desired language.

  16. Select the Proficiency Level against the supported language selected. Learn more.

  17. Click Update Changes.