Case Handling
This model allows multiple people or reservations to be associated with a single case
What are Multiparty Cases?
This is a new model created to include threads with one or more users
What is a Case?
This means that you're currently working in a case
What is OnQueue Interacting?
This is the average time you spend solving cases
What is Interaction Work Time?
You use this tool to give the user a discount to apply it on a new reservation
What is the Coupon Tool?
This algorithm was made to ensure that cases are assigned to the right Ambassador at the right time
What is Preferred Agent Routing (PAR)?
This tool allows you to change your Aux Status
What is iFrame?
We use this status before break and lunch
What is Busy?
This is the time you spend solving cases (volume only)
What is Case Work Time?
What is Nova Translation Tool?
This tab shows the contact information of related users and reservations associated to your case
What is the Overview tab?
This feature allows you to send either a message or an email
What is the Case Composer?
This is the default status once you log in
What is Available?
This represents how many cases have been wrongly transferred
What is the Mis-transfer Rate?
This tool saves time by providing message templates
What is Macro?
Here is where you can find the knowledge articles, Help Centers and Guides related to the case
What is the Solutions tab?
This is the space where you can view the history, notes, activity, and other case details
What is the Timeline?
You will get a new case in this status
What is OnQueue Idle?
This is the time you spend to solve a case + any time you take for asynchronous work
What is the Case Handle Time?
This allows you to share documents related to the case
What is the Attachments feature?
It is to create an organized environment to make our job more efficient
What is the main purpose of Nova Case?
This tool, now allows you to hand the case over
What is the Transfer Tool?
You will use this status in case of an Earthquake
What is Away?
This type of work includes the time spent messaging a user or searching for answers in a workflow
What is Asynchronous Work?
You can click on this to make an outbound call
What is the Phone Icon for?