How to show awaitng info cases on top of list in CSM workspace?

[Vivek Prakash]

Hi All,

I have a requirement for CSM workspace in which I have to show awaiting info cases on top of list which are in that state for over 3 days. The main purpose for this is to remind the agent of a backlog case. Any alternate solutions apart from notifications is also acceptable that might highlight the awaiting info cases.

Any help is appreciated.

Thanks,

Vivek

[Mark Manders]

Just create a separate report (like single score) for these kinds of cases. Put it on the opening page, next to all other stuff they should be aware of. 

[Vivek Prakash]

Hi @Mark Manders ,

This looks good for my requirement, just another question, is there a way to create an alert for the same which loads at startup that these cases are awaiting info for past 3 days?

Thanks,

Vivek

[Mark Manders · Accepted solution]

I would just make the dashboard the startup screen and make this single score red if the value is >0 (and green if it's 0). That way they start their day on a screen that shows everything they need to do/be aware of. Alerts are going to be seen the first 2 times and after that it's normal and ignored. 

In my experience, having a dashboard with one screen showing everything that is important to that user/team, will help a lot. More tabs can be added for additional information, but things like 'cases not updated in x days' or 'sla breach on today' and 'assigned to me' (or 'unassigned') are things that someone should see in one glance.

[Vivek Prakash]

Thanks @Mark Manders