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.
To learn how to modify the views to suit your use cases and customize other aspects of the Care module, see Customize Your Care Settings.
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 by newest to oldest (case creation)My mentions
sorted newest to oldest (time of the internal note where you were tagged)Spam
sorted by newest to oldest (case creation)
Change the sorting in a view or apply additional filters
When using a view in Care, Care users can temporarily change the sorting of the cases in the view and apply additional filters to adjust the view to their individual needs.
The sorting and the filters that you set up in a view are preserved while you are working in the view. Switching to a different view will reset the sorting to the default one and will clear the filters that you applied.
To change the sorting of the cases, click the sort button next to the search field:
You can sort the cases in a view by the following criteria:
By the time a case was created (oldest/newest)
By the time the last message was posted to a case (oldest/newest)
By the time left until the SLA policy assigned to a case will be breached (shortest/longest)
By the priority of a case (highest/lowest)
To apply additional filters, click the filter button inside the search field:
In the dialog that pops up, set up the filters, and click Filter.
Visibility scope
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 |
My mentions | all cases where you were tagged | all cases where you were tagged |
Spam | all cases marked as Spam |
|