Agent Portal Sub-Case Selection With Automatic Case Propagation
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Solution Overview
Problem
Existing systems require multiple steps and redundant data entry when resolving multiple sub-cases associated with a primary case, leading to inefficiencies in case type and sub-case type selection processes.
Innovation Solution
A system and method for quick case type selection that allows agents to select sub-case type selections in a single step or fewer steps, utilizing a case base table to dynamically update and narrow the selection options based on conditions such as access rights, agent skills, and customer history, thereby reducing the time needed for selection and data entry.
Engineering Contradictions & Design Principles
Engineering Contradiction Analysis
1Ease of operation
If agents use traditional multi-step case type selection processes, then comprehensive case categorization is achieved, but time consumption and operational complexity increase
Solution Approach 1:
The system performs preliminary actions by automatically generating related sub-cases and pre-populating their fields with data from the parent case. This eliminates the need for agents to manually create sub-cases and enter repetitive information, directly reducing time consumption while maintaining comprehensive case categorization through the structured case-base table that pre-defines relationships between parent and sub-cases.
Solution Approach 2:
The invention merges the case type selection process with automatic sub-case generation and data population. Instead of separate steps for creating cases, selecting types, and entering data, the system combines these operations into a single automated workflow where selecting a parent case type automatically triggers sub-case creation and data propagation, significantly improving ease of operation.
2Productivity
If agents manually enter data for each sub-case, then data accuracy is maintained, but productivity decreases
Solution Approach 1:
The system uses copying by automatically replicating data from the parent case to related sub-cases through the case-base table structure. Field values are copied and propagated to child cases based on predefined relationships, eliminating manual data entry while maintaining data accuracy through structured field mappings and automatic population mechanisms.
Solution Approach 2:
The system implements self-service by automatically generating sub-cases and populating their fields without requiring agent intervention. The case management system autonomously performs data propagation, sub-case creation, and field population based on the selected parent case type, thereby increasing productivity while reducing the complexity of the data entry process for agents.
3Adaptability or versatility
If the system provides all possible sub-case type selections, then complete case coverage is achieved, but selection complexity and time increase
Solution Approach 1:
The system applies local quality by dynamically filtering and presenting only the relevant sub-case types based on the selected parent case type. Instead of displaying all possible case types universally, the interface adapts to show only those sub-cases that are locally relevant to the current parent case context, thereby maintaining complete case coverage while significantly improving ease of operation through reduced selection complexity.
Solution Approach 2:
The invention implements dynamics by making the available sub-case type selections change based on the parent case type chosen. The system dynamically updates the list of available sub-cases according to the hierarchical relationships defined in the case-base table, ensuring that agents see only appropriate options for the current context. This maintains versatility while improving ease of operation through context-aware filtering.
Data Source
AI summary
A system includes one or more client instances hosted by a platform, in which the one or more client instances includes an agent port. A client may submit a request for a resolution to an agent. The agent portal may receive the request, display a subset of one or more sub-case type selections in response to receiving the request, and receive an indication of a selected sub-case type selection of the one or more sub-case type selection to initiate one or more processes to resolve the request. In response to selecting the sub-case type selection, the system may automatically select related sub-case type selections to resolve the request.