Officer workbench
Officers work their cases in one place, with the feedback, the SLAs and the next action together.
Case and SLA flow
Negative feedback automatically creates a case
A case opens
Automatic classification and case thresholds create the case from negative feedback.
Case
NewOwnerPending
Response SLA
Resolution SLA
EscalationLevel 1
Customer confirmationWaiting
Audit trail
Why it matters
A complaint should never depend on someone remembering it. In CX360, negative feedback becomes a case with an owner and a clock.
Try it
Move the clock and see the SLAs react
Drag time forward, then act as the officer. Timings and escalation levels here are examples. Your SLA policies are confirmed during discovery.
Case openedLater
Act as the officer
Case
AssignedResponse SLARunning
Resolution SLARunning
EscalationLevel 1
Inside a case
How a case stays on track
Each case carries what the team needs to act, and a record of what they did.
Officer workbench
- Assigned to meOpen
- SLA alertAttention
- Waiting for customerConfirm
Multi-level escalation
When a case needs more attention, escalation moves it up the levels rather than leaving it where it is.
Full audit trail
Every step on a case is recorded, so you can see what happened, who acted and when.
Closed only when confirmed
A case does not close because an officer says it is done. The customer confirms first.
Works with the ticketing you have
CX360 can integrate with an existing ticketing system. One system of record is agreed for each case process, and sync with a ticketing or CRM system is optional.
See CX360 in a demo
Walk through WhatsApp surveys, the case and SLA flow, Customer 360° and the dashboards with Capricon Solutions.
Book a demo