IN case view you easily handle 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 your view

1. Go to Inbox.

2. Click on the eye (filter button).

3. Choose what you want to filter on, e.g.:
   • Assigned agent

   • Monitored cases

   • Case status

   • Logged in channels

   • Channel

Create a case

1. Click on Create case.

2. Select the channel for the case.

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

4. Choose or create one contact person.

5. Assign the case to a agent.

6. Click on 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 for 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 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.

• Coverage – 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 call → creates cases with unique ID.

• Email → cases become in the same flow.

• Chat → converted into cases directly.

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.