The way to manage cases can be different for different roles in Cora OpsManager.
To manage cases, go to Flowtime > Ops Manager > Ops Manager Home. The Ops Manager Home page appears with Manage Cases section asking for role selection (Operations Manager, Team Leader, or Team Member).
Manage cases as Operations Manager
As an Operations Manager, you manage cases by allocating the cases to different teams or by closing the cases as spam. Navigate to Ops Manager Home, and click Operations Manager under Manage Cases section. You will land on the Case List by default.
You may navigate to other tabs from the top menu. The available options are:
- Work Allocation
The dashboard for Operations Manager displays all the analytics for all the teams in Cora OpsManager.
A dashboard helps you to keep track of the metrics and analyze case progress. It displays the data in form of tables, graphs, bar charts and line charts based on the way they have been configured. It offers real time monitoring of data thus saving your time.
You can save the dashboard data to your system in form of reports to view later. Some of the dashboards also provide real time data filters. All this is configured at the time of dashboard creation.
All dashboard objects are filtered by the Team filters. For the dashboards with “Current” in their titles the default date range is the current month.
For the list of available Out of the box dashboards for Operations Manager see OOTB Dashboards for Operations Manager article.
For list of additional measurements and trends dashboards see, this article.
On this tab, operations manager is able to see in different queues, all the cases allocated to his operation divided by teams, and a queue for unallocated cases, which are not assigned to any team yet.
For each case, the Case ID and subject is displayed in the queue.
Click the more options icon (three dots) against a case to display context menu with the following options:
- Change Properties - to change the case details and properties.
- Reallocate - to allocate the case to a team.
Lists of all the Opened, Allocated, Unallocated, In Progress, and Completed cases in Cora OpsManager are displayed here.
An envelope is displayed against each case ID in the grid, on creation of a new case, and on receiving a new email for a case. The envelope icon with red dot depicts the email as unread. The envelop turns off once you open the case.
You can also click the envelope icon to mark it read or unread without opening the case. The read or unread of an email is not user specific. An email if marked as read by one user will be displayed as read for all the users.
If you click on the ellipsis (...) you will see context menu with these options:
- Reallocate - to allocate the case to another team/group.
- Open - to open the task for you.
- Close As Spam - to close the case as Spam.
- View Last Conversation - to show you the last message preview.
If you select the check box on the left side of the grid, you will see a menu where you can:
- Reallocate - to allocate a case to another team.
- Close As Spam - to close the case.
- Merge Cases - to merge two or more selected cases.