Use Standard Care Settings
Care module offers a wide range of customizable option but you can start using it out of the box after you define the Set up Care Roles - Agent and Supervisor.
Default Views
When you first open the Care module, you can work with the following default views:
Inbox
sorted by oldest to newest (case creation)New cases
sorted by oldest to newest (case creation)My open
sorted by newest to oldest (time of the last customer message)My pending
sorted by oldest to newest (time of the last customer message)My on-hold
sorted by newest to oldest (time of the last customer message)Done
sorted newest to oldest (case creation)Spam
sorted by newest to oldest (case creation)
Depending on your screen resolution, the menu displays either as drop down panel (click Inbox) or as fixed vertical panel next to Emplifi modules menu.
The following table displays default visibility scope for individual views and Care roles:
Default View | As a Supervisor, you see… | As an Agent, you see… |
---|---|---|
Inbox | all cases any status except Done and Spam | all cases that are assigned to you cases that are defined in custom views |
New Cases | all new cases that are not assigned | all new cases that are not assigned from all custom views
|
My Open | open cases that are assigned to you | open cases that are assigned to you |
My Pending | pending cases that are assigned to you | pending cases that are assigned to you |
My On hold | on hold cases that are assigned to you | on hold cases that are assigned to you |
Done | all cases in status Done | all cases in status Done that are assigned to you cases defined in custom views |
Spam | all cases marked as Spam |
|
To learn how to modify the Views to suit your use cases, see Customize Your Care Settings.