How to Use Case Monitoring?
Updated
The Live Case Monitoring screen provides a comprehensive view of the Voice cases. It offers various features to monitor cases, view case details, filter them to see more relevant cases, and more.
Note: To learn about the key features and benefits, see the Case Monitoring Overview.
This article covers:
Permissions
To access the Case Monitoring screen, you must have the Live Cases Monitoring permission. To check whether you have this permission, click your user profile in the top-right corner of the Sprinklr platform, then go to the Permissions tab. In the Permissions tab, search for Live Cases Monitoring.
Access Case Monitoring
To access Case Monitoring, follow these steps:
Open the relevant Supervisor Console persona app from the Launchpad.
In the left pane, click Case Monitoring.
You have successfully accessed the Case Monitoring screen.
Case Monitoring Components
The Case Monitoring screen includes the following key components:
Aggregate View
Detail View
Aggregate 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 (in Detail View) and focus on the relevant subset of cases.
Detail View
The Detail View displays the list of active Voice cases in tabular format, including key details such as case number, current state, assigned agent, and time since assignment. This view enables supervisors to quickly scan, sort, and compare key case details.
The Case Monitoring Detail View includes the following columns:
Column Name | Description |
Case Number | The case number along with case state icons. |
Assigned To User | The agent name to whom the case is assigned. |
Campaign | The campaign associated with the case. |
Work Queue | The queue in which the case is added. |
Case Current State | The current state of the case. For more details, refer to the Case States table. |
Channel | The communication channel used. For example, Voice. |
Escalated Nudge Count | This column shows the number of nudges triggered for this case. To know more, see View Escalated Cases section. |
Required Skills Criteria | The required skills needed to handle the case. |
Time Since Assignment | Time elapsed since the case was created. |
Time in case current state | Tracks how long the case has been in its current state. |
Case States
Case states indicate the current progress of a case within the system. They help supervisors track where a case is in the workflow. For example, it indicates whether the case is waiting in a queue, in progress, or on hold.
The following table describes the different case states:
Case States | Description |
Case waiting in queue | This indicates that the inbound case is waiting in the queue. |
Call Ringing | This indicates that the inbound call is ringing. |
Incoming call | This indicates that an incoming call is in progress |
Call on hold | This indicates that the customer call is on hold. |
ACW | This indicates that the agent is filling After Call Work (ACW) for the call. |
Call Dialing | This indicates that the agent is dialing an outbound call. |
Outgoing call | This indicates that an outbound call is in progress. |
Dashboard Actions
On the Live Case Monitoring screen, supervisors can take actions to tailor the view according to their requirement. On the top-right corner of the dashbord, there are three handy icons to take action on the dashboard:
Refresh: Click this icon to reload the dashboard and view the latest updates on the Cases page.
Show/Hide Filters: Click this icon to display or hide the Add Filter option at the top of the Detail View.
Manage Columns: Click this icon to customize the table by toggling columns on or off in the Detail View.
Add Filter
Supervisors can filter the Case Monitoring screen and display only the cases relevant to them.
To create a filter, follow these steps:
1. In the top-right corner, click the Show Filters (
) icon.
2. Click the Add Filters (+) icon. Select the parameters you want to use for filtering.
3. Once the filter is defined, click Apply.
Case Actions
In the Detail View, supervisors can take action on individual cases. They can view case details and perform tasks such as taking the call themselves or transferring it to another agent or queue. These actions help reduce customer wait times and enhance overall team efficiency.
Take or Transfer a Call
To take action on an individual case, in the table view, click the three-dot icon (
) at the beginning of the case row. A menu will appear displaying the available case actions.
Note: The Take Call and Transfer Call options are displayed only for inbound calls that are waiting in the queue and have not yet been assigned to any agent.
View Case Details
Use the View icon (
) to view the case details in the third pane. On the case third-pane view, supervisors can view 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.
View Escalated Cases
In the Supervisor Console, escalated cases are the cases that have an active supervisor nudge. These nudges can be configured to trigger based on certain criteria using an intent model or specific keywords. For example, a nudge can be created to escalate a case when the agent is on mute for more than 10 seconds.
Note: To learn more about creating a nudge, Creating Agent Nudges. In the Post Nudge Actions screen, make sure to toggle Notify Supervisor.
To help supervisors easily identify an escalated case, a red flag (
) icon is displayed next to the case number in the Case Monitoring screen.
Supervisors can hover over the icon to view key case details, including the case number. This prompt alert enables supervisors to quickly review the escalated case and take timely actions, without having to switch screens.
In the Detail View, supervisors can refer to the Escalated Nudge Count column, which indicates how many nudges were triggered for each case. A case can have multiple active nudges. For example, a case might be escalated due to the agent being on mute for over 10 seconds and also because the call involved a critical customer. This information can help you make informed prioritization decisions.
Supervisors can click the number in the Escalated Nudge Count column to view details of the triggered nudges.
