In the case view, you can easily manage all cases that come into your Contact Center - regardless of whether they come via phone, email or chat.

Inbox

• The inbox shows all incoming cases.

• Use filtering to focus on the issues that are relevant to you.

Filter and customize your view

In Contact Center, you can customize the case overview with views, grouping, columns, and filters. This helps you quickly focus on the right cases, such as new, open, escalated, or cases assigned to a specific user.

Tip: Create a shared view of your team's most important tasks. This way, everyone can work from the same overview and prioritize more easily throughout the day.

Change view and group cases

You can choose between column view and list view via the gear in the Case Overview. Column view is good for tracking cases by status, while list view provides more detail and the ability to choose which columns to display.

You can also group cases by status, assignment, contact, or channel depending on how you want to work.

Filter cases

Filters control which cases are displayed in the view. For example, you can filter by:

• Channel

• Time

• Allocation

• Status

You can combine multiple filters, for example to only show open and escalated cases from a specific channel.

Save or clear a view

Once you've set up a view that works well, you can save it and share it with your team. If you want to start over, click Clear to go back to the default view.

Create a case

1. Click Create case.

2. Select the channel for the case.

3. Enter title (case number is automatically created).

4. Select or create a contact person.

5. Assign the case to an agent.

6. Click Create.

Archives

In the archive you can search among already handled cases.

Search the archive

• Filter by assignment status (assigned/unassigned).

• Filter by channel (email, phone, chat).

• Click on a case to open and handle it further.

Overview (for Supervisors)

• Provides a quick view of agents and their status.

• Only available to Supervisors.

• Here you can log in/out agents in different channels.

Log in/out of a channel

1. Go to Overview.

2. Select channel.

3. Click on the agent to log in or out.

Manage cases

Internal comments

• For internal collaboration.

• You can @mention a colleague.

Public comments

• Visible to the customer.

• You can use AI support to adjust the tonality and ensure a professional appearance.

Case details

• Case number – unique ID (cannot be changed).

• Channel – the origin of the case, can be moved if necessary.

• Assigned agent – ​​responsible agent (can be changed).

• Status – open or closed.

• Monitoring – follow a case for notifications of updates.

• Related cases – see other cases from the same customer or merge multiple cases.

All matters in one place

With Contact Center, all customer contacts automatically become cases:

• Phone calls → create cases with unique ID.

• Emails → become cases in the same flow.

• Chat → converted into cases instantly.

Agents see the entire history in a common interface, can collaborate and move cases between teams.

Work smarter with AI

• Calls are automatically transcribed.

• Cases receive AI-generated labels and become searchable.

• AI agents can assist in chat, receive calls, and handle simpler tasks automatically.

• Result: faster service and less strain on the support team.

Work anywhere

Contact Center works on all devices:

• Mac, Windows, Linux, web browser

• iPhone, iPad, Android

This allows agents to work flexibly and provide good service regardless of location.