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(Created page with "電子メールで新しいリクエストが受信すると、ケースは、システムによって自動的に作成され、コンタクトセンター内でユニーク...")
(Created page with "ケースを表示するには、エージェントデスクトップの ''マイ・ケース''を選択します。")
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You can view cases by selecting ''My Cases'' on the Agent Desktop menu.
ケースを表示するには、エージェントデスクトップの ''マイ・ケース''を選択します。

Revision as of 14:39, 22 October 2018

Other languages:
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• 5.2






ケースを表示するには、エージェントデスクトップの マイ・ケースを選択します。

A case is closed when you assign a final disposition to an email associated with this case. A final disposition is a disposition that indicates that no further follow-up is expected or necessary for the given case (e.g., the customer has confirmed request fulfillment). Dispositions are fully customizable and can often be service-specific. Your system administrator will explain how to use dispositions and point out the ones that can be used to close cases.

My Cases


A group of emails related to the same case is called an email thread. Threads are created when the system matches in-reply-to email headers. Additionally, when you reply to a customer’s request for the first time, the system will generate a unique thread identifier and attach it to the email subject. Unlike the case number, the email thread identifier may contain both numbers and letters (e.g., JXA6PDRNQ2SO) and is intended primarily for automatic processing.

For example, when a new email comes in, the system will analyze the subject to see if there is a matching email header. If a matching header is found and recognized, the system will automatically assign that email to the corresponding case. Depending on your service configuration, the system may also attempt to deliver that email to you if you have previously worked on this case.

When you reply to an email, a thread ID is added to the email subject
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