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How to check cases that are never responded by agents ?

Modified on Tue, 23 May 2023 at 05:12 AM


You can view the list of un-replied cases under the "My top cases" page by creating a new case list. Click on the create new list >>  Enter the list name >> select the filter (Optional ) >> choose Unreplied cases. You will be able to edit this list as per your requirement.


 

The un-replied case list show the list of cases that were never responded by the agent and particularly cases that has no outbound emails/response sent by an agent.  Case without an initial response will not be considered as the outbound response and cases will be shown under un-replied cases.

The significance of un-replied case list is for the manager to know the list of cases which are never answered/responded by their agents, so that he can address them immediately.

We cannot acknowledge the cases shown in the backlog page and All the cases in backlog page will stay in respective list until they are closed. 

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