Dispatch Case

Explanation

This activity is used to dispatch a case to a suitable queue or a person.

System Effects

As a result of this activity, case will be set to Queued.

Related Window Descriptions

Case

Procedure

1. Open the Aurena > Call Center Lobby Page.
2. Select a case in My open Cases lobby element. It opens the Case page.
3. To dispatch the case, click on Dispatch.
4. The Dispatch Case dialog box opens.
5. In the Organization field enter the name of the organization that should own the case. Click dropdown to select a suitable value. Also select either Queue or Assignee to dispatch the case.
6. In the Focus field, enter the case focus.
7. In the Focus Date field, enter the new due date.
8. In the Work Folder field, enter the suitable work folder for the case. Click dropdown to select a suitable value.
9. In the Message field, enter comments for the case.
10. Click OK.