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Backlog Management

Modified on Fri, 25 Aug 2023 at 11:13 AM

Purpose

Create lists of open cases grouped and sorted every way you want to. When you first open Backlog, you can choose from a set of preset lists or create your own custom lists.


Summary

You can slice and dice your case backlog any way you want to in the Backlog page. Notice that you do not have a date range as you do in the Console page.  The Backlog page shows all open cases that need to be addressed.

The first thing to do is set your Global and Dynamic filters up so that you are focused on cases relevant to you and your team.



Backlog

The lists that appear in Backlog are different sorting and sequencing of the same list of cases. So, keep in mind that the number of cases could be relatively low yet appear to be numerous, given the number of case lists that appear. 


The purpose of this page is to enable you with as many ways to slice and dice your case backlog for you to be able to quickly take action and cut down the workload. Each list has a unique icon based on the field it is sorted on in addition to the title of the list.


Cases in their lists also have icons representing the criteria they are sorted by next to them.

You can move your lists around just by clicking, dragging, and dropping them where you need them to be. As with other pages in SupportLogic, when you click on a case, are in an actionable case view.  In the example below, note that if you are looking for details on how Sentiment Score and Attention Score are calculated, you can simply hover over them within the case view.want


Edit List and Sort Direction

After you create a list or use a default list, you can edit it and change the Filter criteria and the Ranking order of how cases will be displayed.  To do so:

  1. Target a list of which you want to change the order or filter criteria.
  2. Click the ellipsis icon in the upper right-hand corner of the list.
  3. Select "Edit list".
  4. You can change the name of the list.
  5. Change the filter criteria by expanding the " > " icon next to each category and selecting or deselecting the options.
  6. Determine how you want to Rank the cases (typical options are things like Sentiment Score, Attention Score, and Conversion Count, but yours may vary depending on your implementation).
  7. Select "Apply changes" once you are complete.


List Icons

SupportLogic provides you visual clues at the top of each list to indicate the filter applied and highlights data about each case that is relevant to the filter and ranking criteria you selected for that list.  For example, in the image below, cases in the center list are ranked by Attention Score and display the Attention Score for each customer.


You can delete lists from this view and add your own, by clicking on the ' + ' icon in the lower right-hand corner of the page.



Backlog Management Office Hours


Kathleen Garcia, our Senior Customer Success Manager deep dives into Best Practices around utilizing the SupportLogic Backlog Page.


Next step: Check out the Escalations Page - Use Escalations to manage cases and prevent them from escalating. SupportLogic extracts more than 60 different signals and trends from your case messages to predict escalations. Monitor cases that are likely to escalate and manage all your escalation requests from a single dashboard.


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