Customer Service
One thread, routed by skill, with the customer record beside it
Open Cases42
CSE-045 is the damaged delivery
SLA At Risk6
▼ CSE-012 has 45 minutes
First Contact Resolution71%
Book figure
Skill, workload, entitlement and priority choose the agent
CSE-045: Returns skill, Alicia Brown workload 6, entitlement on the delivered order, priority High.
Channel→Skill→Entitlement→Agent
Cases
Email, chat, telephone, portal and messaging share one queue. Field work orders stay in Field Service.
0 selected
| Case ID | Customer | Channel | Subject | Priority | Skill | Agent | Entitlement | SLA Timer | Status | |
|---|---|---|---|---|---|---|---|---|---|---|
| CSE-045 | Kingston Industrial Supplies | Telephone | 2 damaged switch kits | High | Returns | Alicia Brown | ENT-1182 | 3h 20m | Open | |
| CSE-012 | Caribbean Schools Trust | Portal | Staged shipment status | Medium | Orders | Tanya Grant | ENT-4402 | 45m | SLA watch | |
| CSE-502 | Parish Schools Board | Telephone | Delivery question 2 | Low | Returns | Alicia Brown | Standard | 2h | Open | |
| CSE-503 | Parish Schools Board | Portal | Delivery question 3 | Low | Orders | Tanya Grant | Standard | 2h | Open | |
| CSE-504 | Parish Schools Board | Messaging | Delivery question 4 | Closed | Billing | Alicia Brown | Standard | — | Closed | |
| CSE-505 | Parish Schools Board | Delivery question 5 | Low | Returns | Tanya Grant | Standard | 2h | Open | ||
| CSE-506 | Parish Schools Board | Chat | Delivery question 6 | Low | Orders | Alicia Brown | Standard | 2h | Open | |
| CSE-507 | Parish Schools Board | Telephone | Delivery question 7 | Low | Billing | Tanya Grant | Standard | 2h | Open | |
| CSE-508 | Parish Schools Board | Portal | Delivery question 8 | Closed | Returns | Alicia Brown | Standard | — | Closed | |
| CSE-509 | Parish Schools Board | Messaging | Delivery question 9 | Low | Orders | Tanya Grant | Standard | 2h | Open | |
| CSE-510 | Parish Schools Board | Delivery question 10 | Low | Billing | Alicia Brown | Standard | 2h | Open | ||
| CSE-511 | Parish Schools Board | Chat | Delivery question 11 | Low | Returns | Tanya Grant | Standard | 2h | Open | |
| CSE-512 | Parish Schools Board | Telephone | Delivery question 12 | Closed | Orders | Alicia Brown | Standard | — | Closed | |
| CSE-513 | Parish Schools Board | Portal | Delivery question 13 | Low | Billing | Tanya Grant | Standard | 2h | Open | |
| CSE-514 | Parish Schools Board | Messaging | Delivery question 14 | Low | Returns | Alicia Brown | Standard | 2h | Open | |
| CSE-515 | Parish Schools Board | Delivery question 15 | Low | Orders | Tanya Grant | Standard | 2h | Open | ||
| CSE-516 | Parish Schools Board | Chat | Delivery question 16 | Closed | Billing | Alicia Brown | Standard | — | Closed | |
| CSE-517 | Parish Schools Board | Telephone | Delivery question 17 | Low | Returns | Tanya Grant | Standard | 2h | Open |
No records match this filter.
Kingston Industrial Supplies
CUS-10045. Owner Keisha Morgan. Consent CNS-045 granted for order updates. Marketing email CNS-046 is withdrawn.
Connected records
Orders, invoice, contract, shipment and the open case. No installed asset on this account.
0 selected
| Type | Record | Detail | Value | Status | |
|---|---|---|---|---|---|
| Order | SO-2608-1045 | Confirmed, unbilled | JMD 414,000 | On record | |
| Order | SO-2608-1182 | Delivered | JMD 920,000 | On record | |
| Invoice | INV-1182 | Unpaid | JMD 920,000 | On record | |
| Contract | CTR-SLS-045 | Active | JMD 414,000 | On record | |
| Shipment | TRN-2608-041 | Delivered, 2 damaged | JMD 185,000 freight | On record | |
| Asset | None installed | No asset on this account | — | On record | |
| Case | CSE-045 | Open, returns | 2 units | Open |
No records match this filter.
Draft → review → approved → published → retired
Draft→Review→Approved→Published→Retired
Knowledge
KB-014 was drafted from CSE-045.
0 selected
| Article ID | Title | Category | Version | Author | Approval | Last Updated | Source Case | Status | |
|---|---|---|---|---|---|---|---|---|---|
| KB-014 | Damaged freight, two-unit return | Returns | 3 | Alicia Brown | Approved | 05 Oct 2026 | CSE-045 | Published | |
| KB-21 | Billing exception replay | Billing | 2 | Nadine Blake | Review | 01 Oct 2026 | CSE-101 | Review | |
| KB-22 | Billing exception replay | Billing | 3 | Nadine Blake | Approved | 01 Oct 2026 | CSE-102 | Approved | |
| KB-23 | Billing exception replay | Billing | 1 | Nadine Blake | Retired | 01 Oct 2026 | CSE-103 | Retired | |
| KB-24 | Billing exception replay | Billing | 2 | Nadine Blake | Draft | 01 Oct 2026 | CSE-104 | Draft | |
| KB-25 | Billing exception replay | Billing | 3 | Nadine Blake | Review | 01 Oct 2026 | CSE-105 | Review | |
| KB-26 | Billing exception replay | Billing | 1 | Nadine Blake | Approved | 01 Oct 2026 | CSE-106 | Approved | |
| KB-27 | Billing exception replay | Billing | 2 | Nadine Blake | Retired | 01 Oct 2026 | CSE-107 | Retired | |
| KB-28 | Billing exception replay | Billing | 3 | Nadine Blake | Draft | 01 Oct 2026 | CSE-108 | Draft | |
| KB-29 | Billing exception replay | Billing | 1 | Nadine Blake | Review | 01 Oct 2026 | CSE-109 | Review |
No records match this filter.
Assistance
The suggestion cites KB-014 and the return on the delivered order.
0 selected
| Case | Suggested Response | Knowledge Source | Case History Source | Confidence | Citation | Agent Action | Status | |
|---|---|---|---|---|---|---|---|---|
| CSE-045 | Offer CM-014 for 2 units and quarantine at Kingston | KB-014 v3 | RMA-014 | 0.86 | KB-014, POD-041 | Draft reply | Cited |
No records match this filter.