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• 5.19 • 5.3 • 5.8

My Cases Interface

The following describes the My Cases section of Agent Desktop.

My Cases as seen by a supervisor


Disposition Buttons

Disposition buttons in a team queue toolbar.

The optional disposition buttons are found at the top of the team queue and personal queue toolbars. Disposition emails and remove them from the queue without opening the email. Review cases without opening or assigning the case using the View button. Disposition icons and the dispositions they represent may look different for every contact center, as they are set by the system administrator.

Click the checkbox to the left of the selected email(s) to use disposition buttons; the buttons will appear in the toolbar and can be selected. Buttons corresponding to either a Final disposition or Spam disposition apply the Resolved state to all selected emails. Buttons mapped to the Nonfinal disposition type do not apply a different state to the selected emails (i.e., all selected emails will retain the New state).

SLA Icons

Queue icons
Half-grey split icon
This queue contains emails with SLA over 90%.
Orange icon
This queue contains emails with breached SLA. SLA breaches (or violations) occur when agents don’t resolve cases in time.

Importance Indicators

AD-High-Importance-Indicator-5399email.PNG - high importance
Emails with high importance have a red exclamation point.
AD-Low-Importance-Indicator-5399email.PNG - low importance
Emails with low importance have a blue, downward pointing arrow.

Emails with normal importance don't have importance indicators.

For more information about importance, see the Contact Center Administrator Guide, section Configuring High-Importance Email Routing.

An email with a high importance indicator.

Team Queue

The Team Queue is a team's email inbox. Note that if the contact center distributes email through the push method, emails will route directly to Personal Queues.

Some cases in the queue may be highlighted with bold text. Cases highlighted with bold text are one of the following:

  • A case has been transferred to this queue by another agent.
  • The customer sent another email with respect to an existing case in the queue and it is unread.

Cases remain highlighted until opened, pinned, dispositioned, or the case status is changed.

View button

2021.09.23 AD ViewButtonPreExpanded.jpg

The view 2021.08.20 AD viewbutton.png button allows users to view an email or case without taking ownership of the email or case.

View button expanded

The View button allows a user to open a case note without opening an email or case and is available from:

Note: When assigning a case, some users may be able to add an additional case note to cases without opening the case or changing their current state. This is done as if it were added within an already opened case.

Assign button

The assign My-Cases-Assign-Button-53.PNG button allows supervisors to assign an email to an agent on their team.

Note: When assigning a case you can add an accompanying note directly in the assignment dialog.

2021.10.08 AD AssignmentTransferNotes.png

Grab button

If pull queue is enabled, the Grab My-Cases-Grab-Button-53.PNG button allows an agent to take a case from the team queue; when grabbed, the case will appear in the agent's Personal Queue.

Spam button

The spam My-Cases-Spam-Button-53.PNG button removes selected cases from the Team Queue.

Note: his button does not function as a spam filter. Spam filters are managed by administrators.

Trash button

The trash My-Cases-Trash-Button-53.PNG button deletes cases from the Team Queue.

Case Filters

Case filters organize and sort Team Queue emails. Filters are described below.

Service filter
If you have access to more than one service, the service filter allows you to sort emails per service. Additionally, supervisors can filter per email distribution type (i.e., push or pull). The number beside the service is the number of emails for the currently selected service. Multiple services can be selected at once.
Languages filter
Sorts emails by language.

Case details filter
Case details
Select a case detail and sort cases in ascending or descending order by that detail by clicking the grey triangle My-Cases-Ascend-Descend-53.PNG. Filters include:
Create time
The time the case arrived in your contact center or was created.
Update time
The time the case was last updated.
Last customer update
The time a customer last interacted with your contact center through a given case.
SLA age %
Displays cases by age according to your contact center's SLA percentage. SLA (service level agreement) is the percentage of emails associated with a service that must be replied to within the specified amount of time (i.e., hours or days). This percentage is relative to all replied emails.
Displays cases in alphabetical order based on the name.
Displays cases in alphabetical order based on the subject line.
Displays flagged cases at the top of the queue.
Target time displayed as five squares.
Target time
The target time bar is located to the right side of all cases and is a visual indicator of SLA. It comprises five squares, which are empty when a case arrives. As time progresses, the squares fill until the target time is exceeded and all are eventually greyed out.
Personal Queue
The destination for emails that:
  • agents have grabbed
  • agents have been assigned
  • have not been accepted (i.e., if the contact center uses push method of distribution).
The case details filter sorts cases and displays the target time.

Note: A supervisor's Personal Queue contains an assign button, allowing the supervisor to assign cases to agents on the supervisor's team.

A case highlighted with bold text means:
* the case has been recently assigned to you by a supervisor
* or the case has been transferred to you by another agent
* or a customer sent an unread email about an existing case in your queue

Note: Cases remain highlighted until opened, pinned, dispositioned, or have a state change.

The number of unopened cases is displayed at the top of the personal queue tab or in the My Cases badge 2021.09.24 AD MyCases.IndicatorBadge.png icon.

Unread emails are indicated by the bold text. Agent has no unread emails in their personal queue

Agents have options to note updates or new cases/emails within both team and personal queues
Move to TQ button
The Move to TQ My-Cases-Move-to-TQ-Button-53.PNG button allows agents to move a selected case from their Personal Queue to the Team Queue.
Compose email button
The Compose email New-Case-Compose-Email-Button-53.PNG button allows you to create a new case. For more information, see How to Create New Cases.

Personal Queue view

Contact Has Other Cases with Updates

The orange circle in the lower right corner of a contact is a badge that shows if a customer has other cases beyond the current case awaiting dispositions, allowing agents to see if a customer has sent multiple separate emails that have resulted in separate cases. The number of other cases with updates is marked within the badge circle. These cases can be located in various agents’ queues, both team and personal.

2021.09.23 othercaseswithupdatesorangeicon.png

Pinned Cases

Pinned cases are the cases you want quick access to for any number of reasons (e.g., historical reference, examples, etc.). When you pin a case, it acts as a shortcut. All cases that you pin will be kept in your personal Pinned Cases section. Additionally, you can sort these cases with the following filters:

  • Create time
  • Update time
  • Last customer update
  • From
  • Subject

Pinned Cases view

Case View Panel

Case Header

The case header area displays information related directly related to the case. The following is a list of the type of information you can see.

An example case header

Case number

Case number is the number assigned to an interaction in chronological order. All emails to your contact center are automatically assigned case numbers; manually created cases receive these numbers, too. To manually create cases from other types of interactions, see How to Create New Cases.


This is the subject line of the email/case.

Link button

The link Link-Contact-Button-53.PNG button copies a shareable link of the case to the clipboard, allowing you to paste the link elsewhere; this makes it possible for you to share the case with other agents or supervisors in your contact center. Note that links may be pasted into your web browser's search bar or into the search bar to access the case.

When a case link is pasted, it will be presented in the format <domain>/agentdesktop/case/id/<actual id number> (e.g., http[s]:// Note that it is possible manually enter a link to access the same case with the following formats:

  • <domain>/agentdesktop/case/number/<case number> (e.g., http[s]://
  • <domain>/agentdesktop/case/<case number> (e.g., http[s]://

If case links are pasted in internal chats, they may be displayed in the following formats for the most compact view:

  • case/id/<id> (e.g., case/id/5ca2f3eed04fd756afcca6c6)
  • case/number/<case number> (e.g., case/number/1099)
  • case/<case number> (e.g., case/1099)

Current assignments

Current assignments are basic historical details related to the case. The following is a list of the types of information you can see in the case header.


The reporter is the identified customer who contacted your contact center.


On copy is an unidentified customer who contacted your contact center.


State displays the current case state. Note that if the state is Pending, the pending reason will be displayed, also.


Assigned to displays the name of the agent the case is assigned to.


Pinned by displays the name of the agent or supervisor who pinned the case.

Content filter

The Content filter allows agents to filter the content of a case’s activity history. There are two content-filtering options: Conversations and Events

If Conversations is selected, the following is displayed:

  • Content and metadata (e.g. timestamps, names, etc.) of customer interactions
  • Internal case notes
  • Internal case dispositions

If Events is selected, the following is displayed:

  • Content and metadata (e.g. timestamps, names, etc.) of customer interactions
  • Internal case notes
  • Internal case dispositions
  • All case routing
  • All case assignments
  • All case transfer history
  • All case state transitions

Note that interaction content includes recordings, transcripts, and email bodies and attachments.

Case History

Case history is displayed in each case as records showing completed actions; the date and time the action was completed are displayed. The following is a list of what is considered a completed action:

  • Agent Desktop pushing an email to an agent
  • Transferring a case from one agent to another agent or to a different queue or service
  • Agents pulling emails from the Team Queue
  • Agents opening emails
  • Supervisors assigning emails from a Team Queue
  • Saving notes to a case
  • Manual changes of case state

If your contact center uses email, a variety of information is included in the history in per email, specifically:

  • Reporter
  • Date
  • Time
  • Email subject line
  • To: recipient(s)
  • Cc: recipient(s)
  • Bcc: recipient(s)
  • Email body

An example of how case history actions look

Load Content buttons

If the case or email you are viewing in the case view panel has many case history actions, you can browse through by selecting the load content buttons.

You may select either the Load-older-content-july2021.png load older content button or the Load-newer-content-july2021.png load newer content button to view more case history actions.

If a case or email has many associated history actions, you may see the Loading-content-july2021.png load content indicator until the desired content has loaded.

A load content button

Case Footer

The case footer displays several of the same buttons seen at the top of the Team Queue (e.g., Grab, Spam, etc.). Additionally, the footer contains the Open My-Cases-Open-Button-53.PNG button, which opens the case, and the case state button, which will display the current case state.

An example case footer
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