Application Dashboard
The “Desk” application serves as the primary interface for agents, providing structured information on assigned cases and an overview of the system’s or company’s operational status.
Information Blocks on the Dashboard
The agent’s dashboard presents case-related data through the following structured information blocks:
My Active Cases
This section displays a list of cases that the logged-in agent is currently handling. A case appears in this section if it meets both of the following criteria:
The case is assigned to the logged-in agent.
The case has a status of "New" or "In Progress".
This section ensures agents can quickly access and manage their active workload efficiently.
My New / Ongoing Cases
This section provides the agent with information about their assigned cases, categorized by incident type (e.g., travel incidents or car incidents). Cases displayed in this section must meet the following criteria:
The case is assigned to the logged-in agent.
The case has a status of "New" or "In Progress".
This categorization helps agents efficiently manage and track their cases based on the type of incident.
Cases Solved This Month
This section provides the agent with an overview of cases resolved within the current calendar month. Cases are categorized by event type (e.g., travel incidents or auto accidents).
The system automatically calculates and displays the number of cases that have been resolved within the past month, ensuring agents have a clear view of their recent case resolutions.
Cases with All Necessary Documents
This section provides the agent with information about cases where the client has submitted all required documents.
Functionality:
This block is active only when the “Document Request” feature is used (via the Event Card – Document Request).
The system verifies whether at least one document has been uploaded for each required document category.
If all requested document groups contain at least one submitted document, the case appears in this section.
This feature helps agents track cases that are ready for further processing due to complete document submission.
New Emails
This section displays unread emails related to cases assigned to the logged-in agent. Emails appear in this section only if the following conditions are met:
The logged-in agent is the assigned executor of the case.
The case has a status of "New", "In Progress", or "Resolved.
The email remains unread in the case/incident card.
Important
Once the email is read—either directly within the case card or by initiating the review from the Desk—it will no longer be displayed in this section.
General Company Information on Resolved Cases
The following information blocks provide an overview of all resolved cases within the company:
Total New / Ongoing Cases
This section provides a company-wide overview of all received requests, categorized by event type. It offers statistical insights into the overall workload and case distribution.
Conditions for inclusion:
The request must have a status of "New" or "In Progress".
This information helps specialists monitor the volume and status of active cases across the company.
Next Cases to Take
This section displays the last five unassigned requests, helping specialists identify new cases that need attention. Cases are grouped based on their creation date.
Conditions for inclusion:
The "Assigned" field in the event form is empty.
The case/incident status is "New".
A maximum of five most recent cases are displayed, sorted by creation date
This information allows specialists to quickly identify and take on new cases that need attention.
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