CASE MANAGER

Note: A customizable version of Case Manager has been developed as part of the Underwriter Workbench offering. For more information see Customizable Case Manager.

The Case Manager is primarily used by MRS and Agenium reps to assign and prioritize cases needing calls. Because most non-production cases are never closed out performance in Test, Stage, Training and Demo environments may be poor. We recommend using Dashboard, My Cases, or Reports to access specific cases.

Topics covered:

• Layout
• Queue Tab Headers
• Case Search
• Client Filter
• Refresh
• Case Actions
• Case Assignment

Layout

The Case Manager has 7 separate queue tabs:

Each queue will default to show 10 orders at a time to help minimize the need for scrolling. At the bottom right, you can change the view from 10 orders up to a maximum of 100.

Queue Tab Headers

Each queue tab has the same header information available:

• Client - General name of account(s) (i.e. RNA, Combined, NGL, etc)
• Account - Specificies the individual account within a client (i.e. Voice Express, STP, etc)
• Case Number - Order number
  • Each client is assigned a 3-digit number which is the first set of numbers in the Case Number. (100-xx-xxxx).
  • Each account is assigned a 4-digit number. This is the second set of numbers in the Case Number. (xxx-0001-xxxx)
  • The last 6 numbers are the numbers specific to that particular order (correspond to UWPipeline order numbers)
• Policy Number - Assigned by the specific account based on the client guidelines.
• Applicant - First & Last name of the applicant
• Age - Age of the case.
  • Each queue is defaulted to sort by Age.
• BTTC - Best Time To Call the applicant. This is to be followed as closely as possible for all attempts made after the first one, which should be made within the first 24 hours of receiving unless otherwise specified.
• Last Updated - Date the order was last updated using the Case Update note type. (This note type will replace the current Update Status note used in the UW Pipeline)
• State - US state of the order
• Status - Current status of the order
• Note - Displays the last note entered. (This includes ALL note types)

Case Search

There is an option to search for cases. This will filter all cases within the selected tab (i.e. Submitted, Interpreter, Follow Up, Problem, Contact Review)

• Any criteria that matches the filter will be shown.
• Numbers, letters, and symbols can all be used to filter

The search terms will persist as you move between tabs.

Client Filter

If you have access to more than one client you'll be able to filter results by client. This filter will persist as you move between tabs.

Refresh

It is important to remember to Refresh the queues periodically. There is a REFRESH button in the upper right corner of the Case Manager.

Case Actions

Clicking on any row will open either take the user to the Case Summary or directly into the case, depending on the case status.

Checking the box next to a case bring up the icons under the case manager with additional actions. The Assign button will appear if the account supports Case Assignment, you can view all notes for the case, or you can launch the case in a new tab.

Right-clicking on a row launches a popup with the same options.

Selecting multiple cases allows you to open all the cases in separate tabs or assign the cases to an individual, if enabled.

Case Assignment

If enabled, Case Assignment is possible from the Case Manager. 

See Case Assignment for additional information.