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 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 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.