API Console

Swagger | Microservice

Executive Summary

Track and assess case load and resolution activity – allocate resources as necessary to optimize case resolution performance

Examples of Use

Customer case handling is assessed over a period and the rules and thresholds guiding resolution decisions recalibrated

Role Definition

Manage customer case handling, track the effectiveness and impact of case resolution. Evaluate and confirm that the decision making rules and thresholds are well balanced in terms of equitable determination with general customer and merchant acceptance of the process. Ensure and that sufficient and appropriately trained resources are available

Related Business Scenarios

Core Business Object

Customer Case Management Plan

Key Features

  • Define and refine the guiding principles and rules for case resolution
  • Assess effectiveness of the case processing function
  • Determine and monitor staffing levels and utilization