Applying Global and Dynamic Filters and Case Review

You can leverage your Global Filters and combine them with Dynamic Filters as you can elsewhere in SupportLogic (see Dynamic Filters defined and applied below):

You can also apply any Global Filters you have defined to narrow the list of cases to only those that pertain to your team and/or customers. 

The Cases reviewed column keeps track of all cases that have been acted on and organizes them into three lists:

• Taken care of - for cases where action was taken to engage with the customer, agent or reassign the case
• Snoozed - where action were delayed for a specified time period
• Disagreed - where a user disagreed with the predicted escalation

You can review more on how filters operate by reviewing  Global, Dynamic and Quick Filters.

Escalation Action Lists

While working in the Escalations board, you will take action on cases, deciding whether to "Take care of it", "Snooze" for a specific time period or to disagree with the escalation prediction made by the SupportLogic AI.  

The Escalations module is designed to help you make informed decisions on each case quickly. We refer to this as the Escalation Workflow. To complete this workflow:

1. Review cases in the Likely to Escalate column
2. Open a case to determine what action you wish to take on
3. Start the Escalation review 
4. Review Key Insights that SupportLogic surfaces as relevant to this case based on the case history, customer interactions and agent interactions
5. Take appropriate actions on the case. Some examples are:
   • Re-assign the case to another agent
   • Share the case with one or more other team members
   • Communicate with the customer or agent directly
   • Edit case fields
   • Add escalation notes, provide coaching to the agent, etc.
6. Choose one of three options: 
   • Acknowledge prediction
   • Snooze it for
   • Disagree with prediction
7. Then Exit the review and move onto the next case

Check out a brief (1 ½ minutes) tutorial on how to complete the Escalation Workflow:

Escalations Workflow Exit Options Detailed description

Escalations Report

Target case rollup measures that are relevant to manipulate rows of cases with rich metadata, grouped by customer. You can also sort these lists of cases by clicking on the (i) icon just under their title(s).

Add Case Fields and Export Escalation Prediction Data

In addition to manipulation of the column arrangement, you can Add a Field to the List View, including custom case fields, continue to arrange them as needed and Export as CSV file for further analysis (see example below).

List View Use Cases

The List View provides you with a focused report on how your team or organization is performing on escalations and, more importantly, escalation prevention. By escalating data that include case status, resolution, first prediction to escalate, last prediction to escalate, final escalation status, etc. you can determine how effective your escalation prevention efforts have been using SupportLogic.

Note that any Global, Quick or Dynamic Filters that you have applied in the Escalation List View will impact the list of cases exported. To review aggregate data on all cases for a given quarter, for instance, you should first disable all filters and then set your time frame for the data to be exported.