What are cases?

Customer support cases in Tethr can be an individual case message from an email your customer sent to your support or service team.

Cases can also include all of the customer interactions associated with a customer support case, or ticket, including calls with audio, transcripts and call details, customer chats or other customer support case email messages related to the same customer or ticket.

Cases make it easy to:

• See key moments and the interactions of a customer support case at-a-glance.
• Understand all the types of interactions that make up your customer support case including calls, chats or email messages tied to the ticket.
• Quickly find keywords and
  categories
  within the transcript.
• Share your cases with other team members for collaboration.
• Easily add private notes or public comments for reference later.
• Mention other Tethr users to direct their attention to key moments in a case.

Example of a customer support case

To help you understand how cases work, let's walk through an example. Let's say that your customer filled out a form on your support site for help with one of your product features.

1. Agent 1 receives the customer's request in an email generated from your support site form. You'll see Agent 1 in the first swimlane above. Using Advocacy, they respond to the customer email and let them know a representative will be contacting them to follow up about their request for service activation.
2. Agent 2 then calls the customer. You'll see Agent 2 in the second swimlane above.
   
   
   Tip: The blue phone call icon represents that a call interaction is now a part of this customer's case. You can select the call icon to navigate into the timeline, audio, transcript and details of that particular call.
3. Meanwhile, back in the first swimlane Agent 1 collaborating with Agent 2 confirms the customer's specific issue and follows up via reply to the original support email thread to make sure the call resolved the issue.
4. The customer replies to the email followup (and Agent 1) to express their Dissatisfaction that while the initial reason for their call was addressed, there is a new issue with the reliability of the activated service. Agent 1 promptly escalates the case to a Supervisor. 
5. A day or so later, the customer hops on the website again and opens up the chatbot, where Agent 3 picks up the chat. It's clear at this point an Account upgrade is needed to resolve the issue and the customer's repeated contacts. The customer confirms they need a Business Class upgrade. 
   
   
   Tip: The dialogue bubble icon shown above represents that a chat interaction is now a part of this customer's case. You can select the chat icon to navigate into the timeline, transcript and details of that particular chat.
6. Once the upgrade is completed, Agent 1 replies again to the original support email thread confirming the type of upgrade completed and thanks the customer for their patience. Agent 1 asks for the customer to confirm all of their needs have now been addressed.
7. The customer confirms in the bottom swimlane that the issue has been resolved via email reply to the original email thread of the case and thanks the agent for their help.

Elements of the case interaction timeline

1. Case icon and name: displays the name of the case along with the case icon to differentiate the case customer interaction from a call or a chat interaction.
2. Share case: allows you to share the case with other Tethr users.
3. Search the transcript: allows you to search the case transcript. Note that searching for a keyword in the search field will automatically check the Keywords checkbox, which shows the keyword you've entered where it occurred in the timeline.
4. Categories filter: allows you to filter the categories shown in the case timeline.
5. Case parts: if the case is a composite case interaction made up of multiple parts, or interaction types, like calls, chats or email messages, this icon will indicate the interaction type(s) that are part of the case. By selecting this icon you can easily navigate between the different parts of the complete case whether they are calls, chats or email messages.
6. Categories occurring on the case: shows which categories, or events, are happening on the case within the timeline where they occur.
7. Participants: shows if the categories (events) or interaction types apply to the agent, customer or a system like a chatbot.
   
   
   Note: Composite interactions might not be used by all users. Contact your Tethr admin if you are looking for a feature that is not available to you.

Elements of the case transcript and case interaction details

1. Transcript tab: when clicked displays the case text transcript, notes and comments. If you don't want to see notes and comments throughout the transcript, check the box labeled Only show interaction events.
2. My notes tab: when clicked displays all your private notes for this case.
3. Comments tab: when clicked displays all your public comments for this case. 
   
   Notes/comments: private notes and public comments appear inside boxes within the transcript and are not spoken in any call audio files associated with the case.
4. Case date: the case transcript is organized by the date the case originated from the customer.
5. Case events: displays information about who was speaking, what categories were assigned, and a written transcript of what was discussed.
6. Case parts: if the case is a composite case interaction made up of multiple parts, or interaction types, like calls, chats or email messages, this icon will indicate the interaction type(s) that are part of the case. By selecting the name of the chat or call you can easily navigate between the different parts of the complete case.
7. Interaction details: displays important metadata about the case including the date and time the case started, country of origin, language, and call groups (or hierarchies) you've defined and the case participants (including agent, customer or a system like a chatbot).

What's next?