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• 5.3 • 5.8

My Cases Interface

In order for you to better understand all the things you can do in My Cases, you will need to get familiar with all the working parts and pieces, how cases are displayed, and so forth. The following describes what you will see in this section of Agent Desktop.

My Cases as seen by a supervisor


Disposition Buttons

The optional disposition buttons can be found at the top of your team queue and personal queue toolbars. These buttons allow you to quickly disposition emails and remove them from the queue without having to open them. The View button, likewise, allows an agent or supervisor to review a case without opening or assigning the case. Note that the dispositions these buttons correspond with, as well as the icons displayed, are set by your system administrator (i.e., these buttons will look different for every contact center).

To use disposition buttons, click the checkbox to the left of the selected email(s); the available 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).

How disposition buttons look in a team queue toolbar

SLA Icons

If a particular queue contains emails with SLA over 90%, a half-grey dot is displayed on the queue tab; if a queue has contains emails with SLA breached, a filled orange dot is displayed on the queue tab.

Queue icons

Importance Indicators

If an email was sent with either high importance or low importance, the following indicators will be displayed:

  • AD-High-Importance-Indicator-5399email.PNG - high importance (red exclamation point)
  • AD-Low-Importance-Indicator-5399email.PNG - low importance (blue arrow pointing down)

Normal emails do not display any importance indicators. For more information about importance, see the Contact Center Administrator Guide, section Configuring High-Importance Email Routing.

Emails with high-importance indicators may need to be reviewed first

Team Queue

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

You may see some cases in the queue highlighted with bold text. This means one of the following: A case has been transferred to this queue by another agent or the customer sent another email with respect to an existing case in your queue and you have not read it yet. Such cases will remain highlighted until you open them, pin them, disposition them, or change their state.

View button

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.

2021.09.23 AD ViewButtonPreExpanded.jpg

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 (depending on your contact center settings), 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 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 you to take a case from the team queue; when grabbed, the case will appear in your Personal Queue.

Spam button

The spam My-Cases-Spam-Button-53.PNG button removes selected cases from your Team Queue. Note that this button does not function as a spam filter; spam filters are managed by your contact center's administrators.

Trash button

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

Case Filters

Case filters allow you to quickly organize and sort through your Team Queue's emails. The following filters are available.


If you have access to more than one service, the service filter allows you to sort emails per service. Additionally, supervisors have the ability to 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.

Service filter


The languages filter allows you to sort your emails by the languages recognized by your contact center.

Languages filter

Case details

The case details filter allows you to sort emails by pertinent details; this filter includes a further option to organize by ascending/descending order by clicking the grey triangle My-Cases-Ascend-Descend-53.PNG. Case details filters include the following:

Create time

Create time is the time the case first arrived in your contact center or was created.

Update time

Update time is the time the case was last updated.

Last customer update

Last customer update is the time a customer last interacted with your contact center through a given case.

SLA Age %

The SLA Age % filter displays cases by age according to your contact center's SLA percentage. SLA, which stands for "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.


From displays cases in alphabetical order based on the name field.


Subject displays cases in alphabetical order based on the subject line.


The Flag filter allows those cases that have been flagged to be displayed at the top of the queue.

Case details filter

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 at your contact center; as time progresses, the squares gradually fill until the target time is exceeded and all are eventually greyed out.

Target time

Personal Queue

The Personal Queue is the destination for emails you have grabbed, have had assigned to you by a supervisor, or not immediately accepted (i.e., if your contact center uses push method of distribution). Like in Team Queue, you can use the case details filter to sort your cases, as well as see the target time. Additionally, if you are a supervisor, your Personal Queue will contain an assign button, allowing you to assign cases to agents on your team.

You may see some cases in your queue highlighted with bold text. This means one of the following: (1) a case has been recently assigned to you by a supervisor, (2) a case has been transferred to you by another agent, or (3) the customer sent another email with respect to an existing case in your queue and you have not read it yet. Such cases will remain highlighted until you open them, or pin them, or disposition them, or change their state.

You can see the number of unopened cases at the top of your 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. This agent has no unread emails in their personal queue

Agents have various 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 you to move a selected case from your Personal Queue back 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

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

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

Pinned by

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 is 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

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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