Case Monitoring Overview
Updated
The Case Monitoring screen is a centralized, real-time dashboard designed to help supervisors efficiently oversee and manage all active Voice cases. It displays key case details such as case numbers, current states, assigned agents, and queue status.
Note: This feature is currently in Limited Availability. To enable this feature in your environment, reach out to your Success Manager. Alternatively, you can submit a request at tickets@sprinklr.com.
With this live monitoring screen, supervisors get visibility into live customer interactions. They can take immediate actions to efficiently manage the workload, address customer issues, reduce wait times, and enhance the overall customer service.
A glimpse of the Live Case Monitoring Screen:
Key Features
The Live Case Monitoring screen offers the following key features:
Aggregate Cases View: The Aggregate View provides a high-level summary of all live Voice cases. These cases are grouped by different criteria, for example, their current state such as In Progress, Waiting in Queue, or On Hold. Supervisors can click on any state category to instantly filter the case table and focus on the relevant subset of cases.
Detailed Cases View: The tabular view displays the list of active Voice cases, including key details such as case number, current state, assigned agent, and time since assignment. This detailed view enables supervisors to closely monitor case progress.
View Case Details and Take Action: Supervisors can open any case in the third-pane view to access comprehensive case information and take direct actions. Available controls include reassigning the case, updating its status, archiving it, reviewing After Call Work (ACW), exploring related historical interactions and case properties, and more.
Take Action on Calls in Queue: Supervisors can proactively manage calls waiting in the queue to reduce customer wait times and maintain service level targets. They can take immediate action by taking calls directly or transferring them to available agents, or routing them to a work queue.
View Escalated Cases: Supervisors can easily identify cases that have been escalated through an active nudge. This prompt alert enables supervisors to quickly review the escalated case and take timely actions, without having to switch screens.
Key Benefits
The Live Case Monitoring screen offers the following key benefits:
Real-Time, Centralized Case Monitoring: Supervisors can continuously monitor the status of all active Voice cases in one centralized view. This helps supervisors quickly assess case distribution, identify escalations, and monitor overall performance.
Reduced Customer Wait Times: Supervisors can quickly address cases waiting in queue by taking the calls themselves or transferring them to available agents to minimize delays and improve the customer experience.
Timely Resolution of Escalated Issues: Supervisors can quickly identify escalated cases through supervisor nudges. This allows them to take immediate action to address issues before they escalate further.