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 two days (48 hours).

To accomplish this automated process, Mowgli creates a case status changed trigger with the following conditions:

  • Case status: allows him to specify the current status of cases that should be changed. In this case, he specifies resolved.
  • Case status update time: allows him to specify how long the case should be resolved without additional messages from the contact. The unit for this is in seconds, so he specifies 172,800 to equal 48 hours.

Then, he creates the change case status job and adds it to the trigger. He specifies that the job should change the casecasess to closed.

With this configuration, any case case that has been resolved with no additional messages from the contact in the past 48 hours is changed to closed.

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.