Change Case Status

Updates the status of the case.

Contact center administrator Mowgli Kipling wants to automatically change the status of a case to Closed if it meets certain criteria. The criteria he decides on is a case that has been resolved with no additional messages from the contact after one day (24 hours).

To accomplish this automated process, Mowgli creates a contact status changed trigger. In the Delayed execution field, he enters 86400 , the number of seconds in a day, to let the contact stay open for one day after it's been resolved. After he saves the trigger he applies the following conditions:

  • Contact status: Allows him to specify the current status of cases that should be changed. In this case, he specifies Resolved. Mowgli creates one Contact status condition under Conditions, then he creates a second one under Delayed conditions with the same configurations.
  • Contact status update time: Allows him to specify how long the case should be Resolved without additional messages from the contact. He adds this under Delayed conditions. He selects Is older, then enters 1, so that the status of the contact can remain resolved for one day, or 24 hours, before it's closed. The time set here in this condition cannot exceed the time set in the Delayed execution field for the trigger.

Then, he creates the change case status job and adds it to the trigger. Under Parameters, he specifies that the job should change the cases to closed.

Once this trigger is activated, any case that has been Resolved with no additional messages from the contact in the past 24 hours is changed to Closed.

Contact center administrator Mowgli Kipling wants to create a time limit for ACWClosed State that allows an agent to complete work requirements after finishing an interaction (After contact work). To do this he wants to automatically unassign cases from the digital inbox when they have been marked Closed for a certain length of time.

To accomplish this automated process, Mowgli creates a case status changed trigger. In the Delayed execution field, he enters 300 to create a five-minute time limit for ACW. After he saves the trigger he applies the following conditions:

Then, he creates the unassign case from inbox job and adds it to the trigger.

Once this trigger is activated, cases are unassigned from an agent's digital inbox after they have been marked Closed for five minutes. This means agents must complete any ACW within that time period.

Create This Job

  1. Click the app selector and select ACD.

  2. Go to Digital > Automation Jobs.

  3. Click Add.
  4. Enter a Name that describes what the job does.
  5. From the Action drop-down, select Change case status.
  6. Select a new Status from the drop-down.
  7. Click Save.

Add The Job to a Trigger

  1. Go to Digital > Automation Triggers.

  2. Locate the trigger you want to assign this job to and open it.

  3. Click Add existing job.

  4. Use the drop-down to select this job. The drop-down displays the Name you gave the job, not the Action of the job.
  5. Click Add.