Full Case Management tracks the progress of each Case from open to close

• Uses a simple traffic light metaphor to show case status: green, amber and red
• See all the activities associated with a case on one simple page

Opening, assigning, closing and reopening activities are automatically recorded

• Customers can be assigned SLAs (Service Level Agreement) and each SLA can have multiple priorities with different target response times
• SLAs can define case ranking

Manager dashboard quickly shows total number of open cases, and cases and staff that need attention