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Add Configuration Set Properties

The properties for a Config Set are defined on various tabs on the Configuration Sets page.

Details

On this tab, add details of the Config Set:

Field name

Description

Set Name

Text box, to display the unique name of the Config Set.

Default name displayed is the chosen configuration set, Category > Type > Sub Type.

Case Creation Template

Drop-down list, to display the list email ids defined in Email Templates section.

The chosen email id will be the default for new case created email notifications for the config set. 

Client Properties View

Text box, to display the view chosen for the config set.

The fields from the view appear in the properties section of the Case created with this config set.

The view name is available at:

Workflow > Customizations > Views > ICM Customizable view > Client properties view.

Inside client properties views, create two views:

  • View: refers to the name of the view.
  • ViewRO (no space!): refers to the name of the read only view.

To create a new view, duplicate the Test view, which has the style guideline for this form.

Case Priority

Drop-down list, to define priority of a case.

The available out of the box priorities are High, Medium, Low, and Standard.

Is Indexing Required? 

Check box, to select if the case will go to indexing regardless the input channel definition.

TAT 

Text box, to define turnaround time for the case. This is the time allowed to solve cases of this config set. 

To understand how Cora OpsManager calculates the target date, see the related article, Target Date Calculation.

TAT Unit

Drop-down list, to choose the unit in which TAT is calculated.

  • Hour (business hours)
  • Day
  • Business Day
  • Week
  • Month
  • Hours from start of working day

Priority Specific TATs

Grid, to define the case TAT based on the changed priority (if default priority is changed).

Columns in the grid:

  • Priority 
  • TAT 
  • TAT Unit  
  • Ignore Cut Off (start calculating the TAT regardless of the time the case is received).

SME SLA

For each priority, you can set an SLA for SME. When an operator sends the case to SME, he will be able to select the priority in the Send to SME window (in case you added SME SLA to the config set). The SME will be able to see his target date for the response in the query line on the conversation tab.

Reminders

A Reminder is sent for an email id when no response is received after a set number of days. You can set a maximum of three reminders for each config set, and decide after how many days each reminder will be sent.

Once the case is closed, the reminders will not be sent anymore.

Actions

The Actions for a Config Set are defined as per Case status.  

When the Case reaches a status, the defined actions (for that status) become available for the Case under Actions section on Case page.

Some actions require reasons, and therefore Manage Reasons button will appear for these actions. You must add at least one reason for such actions. Each reason is a hierarchic tree field that allows you to type the reason in preferred languages.

Actions available out of the box:

Action Name

Result

Case status changes to

Comments

On Hold

Puts the case on hold.

Reason is required.

On Hold

Add Make Available for On Hold action.

Send Approval Email

Generates PDF summary of a case and allows user to send email for external approval.

Awaiting Approval

The Subject of the email will have [Approval] in the subject.

On receiving approval response, the case status changes to Approval Response Received.

Make Available

Makes a case available for processing.

Ready for Processing

Or

The status that was previous to On Hold except when the status was With QA/Awaiting Response/Pending Closure/On Hold. In such case, the status will change to the status that was previous to those statuses. 

It is recommended to add Make Available action for On hold, Awaiting response, Approval response received, Pending closure response received, Internal request response received, and Approval cycle rejected.

Close

Closes a Case.

Closed

Skips Pending Closure and QA for a case.

It is recommended to add Close action when the case status is Pending Closure – Response Received.

Reject

Closes a Case.

Rejected

Rejects a case without further processing.

Pending Closure

Checks if QA is needed.

  • If Yes and QA is blocking, QA task generated and assigned to QA’s in Team. Status is updated to With QA. 
  • If Yes and QA is non-blocking, QA task generated and assigned to QA’s in Team, Status is updated to Pending closure and Pending closure email is sent to requestor. 
  • If QA is not needed, status is updated to Pending closure and Pending closure email is sent to requestor.

Pending Closure/with QA

Reason is required.

In case the response is received after Pending Closure, the status changes to Pending Closure – Response Received. 


Send to Team Leader

Sends case to the team leader.

With Team Lead


Back to Team Member

Sends case back to assigned processor.

Ready for Processing

Use only when the status is With Team Leader.

Send to SME

Assigns case to the selected SME.

With SME

To assign a case to SME, an SME must exist in a Team.

SME Return to Processor

Returns case to the user who sent to SME.

SME Responded

Use only when the status is With SME.

SME Return to Team

Returns case to the team.

SME Responded

Use only when the status is With SME.

System Actions Reason

On this tab of configuration page, system actions are configured. These actions are supported with reasons.

The following are the system actions that appear for a case in all statuses (except of indexing phase):

  • Send email
  • New request
  • New comment
  • QA Pass or Fail
  • Reject (in indexing task)

Action Name

Result

Case status changes to

Comments

New Email

Send an email outside of Cora OpsManager.

Awaiting response

When a response is received the status changes to the previous status before Awaiting Response.

New Request 

Sends a task to another team in Cora OpsManager.

Internal Request

Once a response is received the status changes to Internal Request Response Received.

QA Passed

Updates QA result to pass.

If QA blocking, Status updated to Pending Closure.

If QA not blocking, the case status remains Pending Closure.

Presented only when the status is With QA.

QA Failed

Updates QA result to fail.

If QA blocking, status updated to Audit Correction.

If QA not blocking, the case status remains Pending Closure.

Presented only when the status is With QA.

Reject (In indexing task)

Closes the case.

Rejected 


New Email Reasons

  • For each status, you need to create a record with a reason. If there are multiple reasons, you need to create a record for each reason.
  • For a specific reason, if you want to change the status of the case to Pending Closure (instead of Awaiting Response), select the Set Pending Close check box.

New Request Reasons

  • For each status, you need to create a record with a reason. If there are multiple reasons, you need to create a record for each reason.
  • If you want that a specific reason should change the status of the case to Pending Closure (instead of Internal Request), you should select the Set Pending Close check box.

Reject (In indexing task) Reasons

Add reason, and for each reason you can choose to send a rejection email to the requester (by selecting the Send Reject Email check box).

Note

  • If no reasons are configured for a Set, the reject button will not appear in the indexing task. 
  • When a case is created via email, it contains only category and type. Hence, to have the reject button, you need to configure the reasons for set with category and type only.

QA Failed Reasons

Add reasons for Fail action.

Note:
Reason is mandatory for QA Fail. If there are no reasons, the QA Auditor will not be able to proceed with Fail action.

Email Templates

On this tab of configuration page, choose email templates for the Config Set. The chosen email templates are presented to the operator in the new email window of the case, on clicking Choose Email Template. 

Statuses for Target Date Extension

On this tab, add statuses for configuration sets, which may lead to target date extension. As the case enters these statuses the target date font will change to italics, once the case goes out from the status the system will extend the target date according to working hours that were “missed”.

You can use “Apply to all config set” option while you are on All > All > All set. Clicking on this button, will apply the statuses for target date extension to all config sets.

QC Settings

On this tab, add the QC stage settings. Following are the settings made here:

  • % Cases to Sample: Percentage of cases that will be sent to QC.
  • % Accuracy to Enable Pass: Minimum accuracy percentage required to pass the QC stage.
  • QC Questions to Display: Questions that will be part of the QC form.


Click Insert to save the question or click Cancel to discard.

The questions added here are displayed in the QC form along with three options to answer, Yes, No, and NA. The QC auditor may select one of the three radio buttons as an answer and add comments in the end. Based on the number of questions answered correctly the accuracy level is calculated.