Way to Tag a Case

• Option to “tag” cases with a drop down to select from and be able to easily add/remove drop down options

Drop down ideas:
 Large case
 Exception processing
 Special handling
 SAM work
 Agent’s first case
o Would still need required indicators like Midland/North American, Premier, Elite, etc.
o Ability to refresh workflow so tasks that have already generated could updated to correct queue when changes are made to any of the above (think annual service level qualifier time)


From: Lisa Edgette