Purpose:
The Time to Follow-up flag in the Agent View helps agents identify cases that require follow-up with the customer. It ensures timely engagement and prevents cases from being delayed due to lack of customer response.

Description:
The Time to Follow-up flag is triggered when:

• The last comment on a case was made by the agent.

• The comment requires a response or feedback from the customer.

• No response has been received from the customer within 48 hours.
  
  

How It Works:

1. Case Analysis:

   • The system analyzes the comments, and other relevant fields to determine the last interaction.

   • If the last comment was by the agent and flagged as requiring customer feedback, the system starts monitoring the elapsed time.

2. Flag Triggering:

   • If the customer does not respond within 48 hours, the Time to Follow-up flag is displayed in the agent view.

   • This visually alerts the agent to follow up with the customer to maintain case momentum.

3. Agent Action:

   • Agents can use the flag as a prompt to send a reminder or reach out to the customer.

   • Once the customer responds, the flag is automatically cleared.