Console

Modified on Tue, 05 Sep 2023 at 09:19 AM

Purpose

Provides an overview of all your open cases today, since yesterday, or going back a week. You can view key metrics and relevant case summary information based on recent case activity.


Summary

The Console is comprised of the Case Summary section, Dynamic Filters, a series of tabs and corresponding charts that provide details for each of the tabs you select. Tabs can be moved around, but not deleted. Each tab provides historical comparison to this period's information along with a lighter line showing the previous period's summary information.  



Tabs and Charts

The Console surfaces cases at risk before they escalate. Cases are grouped by tabs which summarizes cases based on sentiment signals detected, escalation risks, new cases, etc. The tabs that group cases by sentiments are: 

  • Need attention

  • Negative Sentiments

  • Positive Sentiments


Cases grouped by:

  • Escalations
  • New Cases
  • Service Compliance


Clicking on any of the tabs sets focus on the particular tab and updates the corresponding charts beneath each one. Tabs can be rearranged by you by clicking and dragging them into whichever sequence you choose.


Console tab navigation and chart updates



Date Range

The Console serves as your current to-do list.  It displays all cases for your organization over the last 7 days, cases opened since yesterday or cases opened today. This allows you to review and take actions on the current case list. 

One of the first things you will need to do within the Console is to adjust the date range to one of the three options. You can find the date range in the upper left-hand corner of the screen.



If you have not defined a Virtual Team(s) and/or Virtual Account(s), do so now. The Console page initially displays all cases opened in your organization. To take advantage of the powerful features of the Console, you will need to apply your Global Filters, which typically leverage Virtual Teams, Virtual Accounts or both.


Sentiment and Attention Scores

The Console groups cases based on sentiments detected within the case text, such as Negative Sentiments or Positive Sentiments. It also groups cases based on a calculated Attention Score of those cases SupportLogic has determined Need Attention

Both the Negative Sentiments and Positive Sentiments tabs drive different types of groupings of cases when selected. These scores are detected both at the account level and for each individual case.  


Negative Sentiments and Need Attention tabs are places you can proactively address cases prior to them escalating.



Support Hub View Sentiment and Attention Scores

Clicking on any case tile or chart value will bring up the Case View, or Support Hub, which provides you with a quick view of the Sentiment and Attention Score for a particular case, the historical Sentiment and Attention Scores for that account and the last 10 Sentiment Scores for that particular reporter.


The image sequence of the Support Hub below, you can:


1. Review the Customer Sentiment Score

2. The case history indicating they are a Churn Risk

3. See the last 10 Sentiment Scores for that particular Reporter

4. View the case Sentiment Score and expanded definition

5. View the case Attention Score and expanded definition


Support Hub view of Customer Sentiment, Reporter history and case Sentiment and Attention scores




Filtering by Signal Type and Acknowledgement Status

SupportLogic reviews sentiments in communications inbound from customers, outbound from agents and internal, i.e. communications between agents stored within the case details. Sentiments detected are summarized by Signal Types.


Signal Type Filter

SupportLogic automatically excludes signals detected from outbound comments or internal notes intelligently. Additional customization is also possible if your organization requires more granularity.


You can adjust the Signals drop-down to focus on only Inbound signals, which are those detected from your customers. Using the Signal Type filter you can:


  • Filter the current case list by grouping by Signal Type and then selecting specific signals you wish to look for 


  • Take action directly on cases to acknowledge detected sentiments or assign a case to an agent



Acknowledge Status Filter

You can further filter the list of cases displayed by applying the Acknowledge filter, "Show All | Show Acknowledged | Show Unacknowledged". For each option:


  • Show Unacknowledged - shows cases that have not been reviewed by other managers
  • Show Acknowledged - shows cases that have been reviewed by other managers
  • Show all - shows all cases



Need Attention Signals

As with Sentiment Signals, you can also filter the case list based on the signals that need attention. To apply this filter:

1. Select the Need attention tab

2. Choose a grouping option

3. Select specific attention signal(s)





SupportLogic intelligent switches from the Sentiment to Need Attention signals depending on the tab you have selected and grouping you have chosen.




Take Actions Everywhere

The Console is not just to review cases. The charts that display in the Console are interactive and will enable you to quickly pull up the list of cases that comprise any of the charts and some tabs display cases in the form of clustered cards which reveal information about each case and enable you to take nearly action you would need to for the case.


Need attention, Negative Sentiments and Positive Sentiments tabs

The image below highlights actions you can take on cases for the Need attention, Negative Sentiments, and Positive Sentiments tabs:


a. choose to group the cases displayed by any Case Fields, Assignment Queues, Sentiment Scores, and other depending on your configuration


b. based on the grouping selected, quickly navigate the cases for each value (the image below displays Escalated cases from the parent grouping of Case Status)


c. acknowledge, share or open the case in your CRM


d. identify if you have viewed this case already (a colored bar will appear to the left of the card if it has not been viewed)


e. identify who has acknowledged a case both by the name of the individual and the translucent checkmark


f. display all or just the first case in the list


g. review the owner of the case



Case View

When you drill down into a case from a chart or card displayed in the Console, there are a number of actions that you can take. Below is a list of some of the actions you can take along with an image highlighting where you can take that action:


a. Start the escalation review


b. Acknowledge sentiments detected by SupportLogic


c. Add case notes for agents to review


d. Notify the agent about the urgency or specific details about this case via email, Slack or MS Teams


e. Review the highlight summary of negative or positive sentiments detected within the case messages


f. Highlight a sentence or phrase within the case to add a comment, coach the agent directly, label the text as a missed sentiment or add an interaction regarding the case


g. Case status, severity and solutions


h. Share a link to this case with anyone in your organization (even if they do not have a license to SupportLogic or your CRM)


i. Start the review process on the case for the agent's evaluation, see Agent Coaching and Evaluation (ACE) article on how to setup ACE


Support Hub view with labeled call outs for the various functions


In general, when in SupportLogic, experiment with the user interface. Chances are, if you think you'd like to be able to [...], you probably can. Check out this article on Support Hub to learn more or see the Release Notes page for the Release Notes on Support Hub 3.0.



Assign Cases

Within a case, you can assign or re-assign a case to an agent. There are three quick ways to assign a case: SupportLogic recommendation, Assign to Agent or Assign to Queue. Learn more about these features in Case Assignments and check out the video tutorial on Intelligent Case Assignment.




New Cases, Escalations and Service Compliance

Each of the tabs in the Console has been created to provide you valuable, actionable insights into your cases. The additional tabs available in the Console are: Escalations, Needs attention and Service Compliance. You can review a summary of each below.


Escalations compares this week's | day's escalations to the previous period; a card per customer that summarizes why that customer might be likely to escalate, requested to escalate, has an active escalation and even those that were likely to escalate.


Actions you can take within the Escalations tab cases are:


a. review comments from other managers who have addressed the case already

b. open the case and review the details therein

c. start the Escalation Review


Console Escalation tab case view


Quickly Create a List of Unassigned Cases

Select the New Cases tile and review the Case Distribution section.  You can  categorize the cases by any of the standard case fields and uncheck the Assigned option.  


Selecting any of the bar chart entries will open the case list. From that list, you can open individual cases in the Case View and assign the case to the appropriate agent or Assignment Queue.






Service Compliance

Service Compliance charts out the number of cases that missed and met First Response Time, Case Resolution Time and Follow-up Response Time. The charts created are interactive and enable you to take action on cases that missed any of your compliance targets immediately.


All charts in Service Compliance are interactive display the list of cases that make up each metric where you can take immediate action on.




Take time to experiment and review the various tabs in the Console, as it will inevitably help save you time by enabling you to identify issues critical to you and take action on them immediately.



Next step: Check out the Backlog Page - Create lists of open cases grouped and sorted every way you want to. When you first open Backlog, you have the option to choose from a set of preset lists or create your own custom lists.



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