Update about the New Case Details page in ElevateSX

TABLE OF CONTENTS

• Overview

• Contents:
  • 1. Case information top section - Details about the case ID, QA scores, filtering, translation, and search functionalities
  • 2. Comments section - Displays all comments, including sentiment analysis and voice call transcription capabilities
  • 3. Page Actions and Main Case Attributes: Actions like auditing, acknowledgments, disputes, and visible case attributes like status/channel
  • 4. Data tabs: Includes Info, Criteria, Sentiments, Activity Log, and (coming soon) Attachments sections

Overview

The Case Details page is an update to the Ticket Details page that was present in Elevate, that features the all-new UI, consistent with the Core application. It retains all the functionality of its predecessor and contains improvements to crucial workflows, synergies with Core and, you guessed it, a new name! 

Old Ticket Detail Page:

New Case Detail Page:

Comparing the UI with its counterpart in Core, it’s now the same, but different. The overall structure is the same, plus we’ve brought in all of the data and scores required for QA and gotten right of the left section altogether. In the spirit of harmonizing with Core, we're switching from the use of the word 'ticket' to 'case' and hence the new name. 

Contents:

Diving the page into sections, as in the image below, is an easy way to breakdown what all you see and can do within the page. 

1. Case information top section - On the left side of the section, as in the image above, you have the Case ID and all QA related scores and a link to o pen the case within your CRM. On the right of this section, you have filtering, translation and search functions for the comments section below (as shown below) 

Filtering & sorting options for the Comment section

You can now look for phrases or specific words within this page itself and using the Search option, by clicking on the Search ? icon as in the image above. Along with that, we’ve also added the ability to remove all non-auditable comments such as comments from disabled or non-agent users. 

2. Comments section - Here is where you can find all the comments within a case - whether they’re chat comments or emails or voice calls, they will all be treated as ‘comments’ and be visible here. With this section you will find signal indicators and highlighted text within comments that bring across sentiment data from the Core application, and display AutoQA signals detected. 

Voice calls & transcripts with the Comments section

For Voice calls and transcripts, you also have the ability to manually add sections and highlights the file and transcript by clicking on the edit ✏️ icon. 

3. Page Actions and main Case Attributes: Here is where you can find and access all, well almost all, the actions and feedback related items within the page. Almost, because the primary action for the case - audits, acknowledgements and disputes will be within the data section under (ie - the big blue button on the screen). 

In addition, all the ‘Status’ and ‘Channel’ related tags (ie case attributes), will be displayed here on the left side, as in the red box below. 

4. Data tabs: Here are the names of all auditable agents that’re related to the case and the main tabs to access data, grading and sentiments detected within the case. Also, you have the primary action for the case below.

This is arguably the most important section of this page and hence let’s dive into each tab and what you can expect to see and do within each. 

Info tab - This tab is meant for a quick high-level understanding of the case. Here you will find information about agent and case scoring, a QA trend for the customer (performance of past cases ie),  all the Tags (case attributes) and the current primary button for the case. 

Scoring breakdown: 

As in the two images below, you can see a contribution of the case’s QA score by agent, and also be able to dive into a specific agent’s score

(Above) Case QA score breakdown
(below) Agent QA score breakdown

Trend history:

This is a chart that shows the QA trend for this particular customer (account). Hence, you have a quick visual representation of the customer’s recent support experience. 

Tags (case attributes):

Here is a list of all case attributes/metadata that is linked to this case. These fields are read-only within Elevate and you can route to Core to make any changes. 

Primary button:

This is the primary case action that can be taken and allows the user to audit the case, acknowledge an audit or raise a dispute against the case, based on the permissions that the logged in user has. This button will also be visible when the ‘Criterias’ tab is selected. 

Criterias tab - Like in the past, this is the main section for all QA grading. Here is where you will find the results and details of the AutoQA grading, and also access the feedback from manual audits conducted. During audits, here is where you will mark behaviors and leave feedback. 

Sentiments tab - Here is where you will find all voice of the customer based signals that we detect, formerly called Customer emotions within Elevate. In addition, all signals detected within the Core application will also be shown here. 

Activity log tab - Log of all important case actions and events. 

Attachments tab - Coming soon! Here is where you can quickly access all attachments within a case. 

Note: Apart from the default version of the page, we have also released this UI for the various workflows that leverage this page, such as audits (reviews), assignments and disputes!