Case Management
Receive alerts and notifications for customized cases related to compliance, service, fraud, risk, and more.
Every organization has customer interactions that management desires to “flag” for further review. Whether its escalated calls, procedure concerns, compliance risk, or more – AgentAssist will automatically identify the calls based on your criteria and appoint them to our
Case Management module. From here, team leaders and SMEs can quickly move from call to call and classify which are non-issues and escalate those that are. It’s an easy and efficient way to keep tabs on what matters most.
Customizable case generation based on key words and other factors
Automatically flag calls that match your chosen criteria—such as compliance issues, customer escalations, or fraud indicators— so nothing slips through the cracks.
Ability to quickly review and classify cases
Empower supervisors to efficiently assess each flagged call, mark non-issues, and escalate real concerns with just a few clicks.
Ability to add notes
Keep context and collaboration organized by adding detailed notes or follow-up actions directly within each case.
Ability to send alerts and notifications to key team members
Ensure the right people are informed instantly with automated alerts that drive faster responses and accountability.
Customized reports available
Generate tailored reports to track trends, outcomes, and resolution rates—helping you strengthen oversight and continuously improve compliance performance.
