PROBLEM:
How do we manage the case queue?
How do I assign people to queues?
How do I know who's available?
What is happening right now?
USER & AUDIENCE
Managers and reps that handle cases
CONTEXT & ENVIRONMENT:
In an office
TASKS & ACTIVITIES:
Delegating/Assigning tasks
Working cases
Queue management and case sorting/review
INTERACTIONS:
A Manager wants to effectively manage cases and reps within a queue by assigning cases to reps and assigning reps to different queues based on caseload and rep availability. A manager will review, assign, delete or mark cases as junk.
A Rep wants to work through case assignments effectively and accurately solve customer problems as they are manually or automatically assigned.
FEATURE CONCEPT:
Enable users to accomplish a group of tasks within their workflow or multiple workflows. Features will allow managers to monitor availability and manage their team(s) in real time. Reps can work and close cases accurately and in a timely manner.
DEVICES:
Desktop
Laptop
Mark Cases As Junk & View Junk Cases Functionality
Bulk Case Assignment and Deletion follow the same design pattern and were the model for junk case management functionality.
Queue Management
