Managing Cases

When a reporting party submits a new issue, a notification email is sent to all individuals that are subscribed to the notification profile including a direct link to the issue in Convercent. The issue link will prompt you to first log into Convercent and will then automatically redirect to the reported issue.

The issue details summary page will be displayed.

 

Updating the issue details

The issues details page provides a summary of the reported issue and specific actions you can take.  To begin, review the issue summary report and update the issue details provided in the right-hand panel. Updates are made by clicking the link under each item.

Linking the issue to related issues and policies

Linking issues allows you to tie issues together that may be related in nature, may be different issue types but related to a specific individual, or may be beneficial to review and manage together.

To link issues, click Find and link issues to this issue.

 

Linking the issue to a policy allows you to view and track the history of reported issues and which policies were related to those issues. With this intelligence, you can strategically identify additional training opportunities on those specific policies for individuals, groups of individuals or for your entire organization.

To link one or more policies to the issue, click Find and link policies to this issue.

 

Adding and denying access to the issue

Depending on the issue, you may decide that others in your organization should be aware or involved in the management of the issue. Access can be given to a single issue to any individual or employee group with Case Management Administrator or Moderator access.

To add an individual or group, click Manage allowed users for this issue.

 

Individuals added to the issue will automatically receive an email with issue access information.  Additionally, you may decide that certain individuals should be denied access to the issue. By default, any individual mentioned in the filed report will automatically be denied access.

To deny an individual or group, click Manage denied users on this issue.

 

Updating your issue and investigation notification preference

With Convercent you have the option to specify a global notification setting for all newly reported issues and created investigations or you can choose to set your notification preference for each individual issue and investigation you have access to in Convercent.

Notification settings include:

• Notify me of all changes – an email notification will be sent to you when any change is made the issue or the investigation.  Changes to issues that trigger an email notification include status, owner, messages, tasks and new investigations created.  Changes to investigations that trigger an email notification include status, lead investigator, messages, activities, tasks and evidence.
• Notify me of status changes and messages (default setting) – only changes made to the status of the issue report or investigation or any new messages will generate an email notification to you.  Your global notification setting automatically defaults to this setting.
• Notify me of status changes only – only changes to the status will generate and email notification to you.
• Do not notify me of any changes – you will not receive any notifications for changes to an issue or an investigation.

To change your notification preference for an individual issue or investigation, click the preferences link at the top of the issue or investigation details page as appropriate.

 

If you choose to limit when you are notified about an issue or investigation, you can always view the activity history to see what has been changed and by whom under Recent Activity in the right-hand panel.

The global setting applies to all issues and investigations that you have not yet specified a notification preference for.  For example, if you have explicitly specified that you would like to be notified of all changes for a specific issue, the global setting will not apply to that issue.

Irrespective of the global notification setting, you will always be notified if an issue or an investigation is assigned to you (either you are set as the owner or you are added to the access list). 

Your global notification settings can be viewed and modified on your Convercent profile page. To begin, first click the menu arrow next to your profile name and select “Manage Notifications”.

 

Next, you can specify the global notification setting for both issues and investigations.  Click either the Issue or Investigation Settings link, and select your preferred notification option. Simply click “Save” to save your new settings.

 

Managing the issue

Once the issue details have been updated, you can now begin managing the issue by communicating with the reporting party and internal team members, creating and managing tasks, add attachments related to the issue and start a full investigation of the issue, if required.

Convercent makes communicating with others about the issue easy and saves all message history in a central location tied to the issue. Those with access to the issue can start a message thread with the reporting party or with others on the internal team that have access to the issue.

To start a new message, click Start new message with reporting party or Start new message with the internal team in the ‘Messages’ section.

As new messages are posted, individuals that have access to the issue will automatically receive an email indicating the issue has been updated. To receive the email, individuals will need to have their notification preference set to notify them of all changes. An email will also be sent automatically to the reporting party if a new message was made visible to them and they provided their email address. The reporting party will not receive updates if they chose to remain completely anonymous to the organization and to Convercent.

Tasks can also be created to help track and manage an open issue. Tasks can be created by, viewed by and assigned to all individuals that have access to the issue.

To create a task, click Add a new task in the ‘Open Tasks’ section.

Attachments relevant to the issue can also be uploaded and made visible to the reporting party or to those internally with access to the issue.

To add attachments to the issue, click Upload Files in either the ‘reporting party’ or the ‘internal team’ section.

 

As new attachments are posted, individuals that have access to the issue will automatically receive an email indicating the issue has been updated. To receive the email, individuals will need to have their notification preference set to notify them of all changes. An email will also be sent automatically to the reporting party if an attachment was made visible to them and they provided their email address. The reporting party will not receive updates if they chose to remain completely anonymous to the organization and to Convercent.

If the issue is resolved without the need of a broader investigation, the status should be updated to ‘Closed’.

To update the issue status, click In Review and select Closed beneath ‘Status’ in the right-hand panel. You will be prompted to enter the resolution and any applicable notes. The reporting party will automatically be sent an email indicating a change to the issue if an email address had been provided.

 

I have questions. Who do I call for help?

Questions? Please contact us. We’re delighted to help.

To reach your dedicated Customer Experience Manager, please call 1.800.335.7639 or email us at [e-mail] .