Articles in this section
Why Use Cases Create Service Contracts Creating Articles in Vtiger CRM Creating FAQs for Customer Support Help Center Managing Customer Cases Using the Customer Portal Installing and Configuring the Partner Portal Using the Partner Portal Adding and Managing Partners Getting Help Desk Insights Getting Chat Insights

Prioritize your Cases

B
Bindu Rekha Babu
28 Jan, 2021 - Updated 2 months ago

Introduction

Having a consistent pecking order of cases across teams will allow all agents to work on what matters most for the team.
 

alt text

For instance, escalated critical cases from VIP customers may need the most attention. It is unlikely all agents will have such cases all the time. So, Reopened cases may be next on the pecking order. Again, reopens should not occur frequently. If it does, there is a different problem to address. Subsequently, agents can move on to cases that are due soon, or needing a response, etc.

So agents will not have to answer questions like “why have you not resolved this or that” - they are equipped with a clear guidance what they should be working on.

In addition, it enables supervisors distribute the load equitably. When a supervisor sees an agent dealing with 5 escalated cases, he can stop assigning new cases or reassign some of these cases to others who may not be under the gun.

Home Privacy Policy Terms of Service Security Center Policy & Legal Center
© Copyright 2021 Vtiger. All rights reserved.
Powered by Vtiger
Facebook Twitter Linkedin Youtube