Cases (Contact)

1. Description

The tab displays all Cases in which the Contact acts as either the initiator or the assignee.

The tab contains (Fig. 1):

• Records registry (Fig. 1.(1));

• Search field (Fig. 1.(2));

• Column selection tool (Fig. 1.(3));

• Filter panel toggle (Fig. 1.(4));

• Refresh tool (Fig. 1.(5));

• Pagination (Fig. 1.(6)).

1.1. Records registry

The registry represents a list of records of existing objects in this section. Each record consists of a set of fields:

Basic (by default):

• ID;

• Subject;

• Priority;

• Status;

• Created on;

• Service;

• Assignee group;

• Assignee;

• Resolution time.

Additional (configured in the modal window by clicking the icon (Fig. 1.(3))):

• Source;

• Author;

• Reporter;

• Impacted;

• Applied SLA;

• Planned resolution time;

• Actual resolution time;

• Planned reaction time;

• Actual reaction time;

• Closure reason;

• Result;

• Rating.

1.1.1. ID

The Case identifier. It consists of a prefix and an ID specified in the Prefix field of the Service Catalogs directory to which the Case belongs. Example: FS_1.

Next to the ID, an icon is displayed, the color of which corresponds to the Case priority.

1.1.2. Subject

The subject of the Case.

Up to two lines of text are displayed in the registry. It is generated either by the agent or automatically by the system (for example, via API or Flow).

1.1.3. Priority

The priority of the Case.

The text is highlighted in a color depending on the value configured in the Priorities directory.

1.1.4. Status

The current status of the Case.

It is set automatically by the system upon creation, but can also be changed by the User during Case processing.

1.1.5. Created on

The date and time when the Case was created in the system.

1.1.6. Service

The full path to the service from the Service Catalogs directory specified in the Case is displayed.
The path includes all levels — from the main catalog to the selected service.

1.1.7. Assignee group

The group of Contacts to which the Case is assigned.

1.1.8. Assignee

The User who is currently responsible for handling the Case.

1.1.9. Resolution time

The planned resolution time for the Case in accordance with the SLA.

1.1.10. Source

The type of source from which the Case was created.

Possible values:

• – Call;

• – Chat;

• - Social network;

• - Email;

• -API;

• - Created manually.

1.1.11. Author

The Webitel User who created the Case.

1.1.12. Reporter

The requesting client. The Webitel Contact linked to the Case.

1.1.13. Impacted

The Webitel Contact that may be impacted by this Case. It can be used to link to a Contact who should be informed.

1.1.14. Applied SLA

The SLA rule that was applied to the Case according to the selected service, based on which the planned reaction and resolution times were calculated.

1.1.15. Planned reaction time

The planned time to react to the Case. The date and time are calculated automatically depending on the Case creation time, the applied SLA, and the condition (calendar and reaction time).

1.1.16. Actual reaction time

The actual time taken to provide the first response to the Case.

This value is set automatically at the moment when the Case status is changed from the initial one to any other.

1.1.17. Planned resolution time

The planned completion time of the Case. The date and time are calculated automatically depending on the Case creation time, the applied SLA, and the condition (calendar and resolution time).

1.1.18. Actual resolution time

The time when the Case transitioned to its final status.

1.1.19. Closure reason

The reason for closing the Case. Selected after the request is moved to the final status. The value is chosen from the Closure reasons directory linked to the catalog.

1.1.20. Result

A textual description of the outcome or an explanation of the Case closure reason.

1.1.21. Rating

A rating from the client, which they left after the Case was closed.

1.2. Search field

The field is used to search for Cases by keywords.

Clicking the filter icon allows you to select the type of search (Fig. 2):

• Standard search — searches by the main Case parameters:

  • ID — Case identifier;

  • Subject — Case subject;

  • Reporter — applicant’s contact information (phone, messenger name, email, etc.).

• Full-text search — searches within the content of specific text fields. It is an additional option and requires separate configuration. The search is performed only in the following fields:

  • Case description;

  • Internal comments;

  • Case closure result, resolution;

  • Rating comment.

1.3. Column selection tool

The icon opens a modal window (Fig. 3), where you can configure the display of columns in the registry table.

1.4. Filter tool

The icon expands (Fig. 4) or collapses the filter panel, allowing you to hide or show filtering conditions in the registry.

1.4.1. Filter block

The icon in the filter block (Fig. 4) opens a modal window where the user can select a field and its value for filtering records in the registry (Fig. 5).

Buttons in the filtering interface:

• Apply preset — applies the saved set of filters to the current view.

• Save preset — allows saving the set of active filters as a preset for future use.

• Reset filters — cancels all applied filters.

• Close — closes the filter panel.

1.5. Refresh tool

Updating the registry records table is performed by clicking the Refresh button — .

1.6. Pagination

It consists of the Rows per page field (Fig. 1.(6)), where the number of records per page is specified, and the forward and backward buttons for switching pages.