Help Center/ Customer Engagement Center/ User Guide/ Agent Guide/ Performing Other Agent Operations/ Viewing the Customer Case List
Updated on 2025-11-07 GMT+08:00
View PDF
Share

Viewing the Customer Case List

The Customer Case List card on the workbench displays information about cases that are not closed by a customer.

Prerequisites

  • The Case 2.0 feature has been enabled for the tenant space.
  • The Customer Case List card has been added to the workbench.

Procedure

  1. Check the Customer Case List card on the workbench during a session between an agent and a customer.
  2. View the customer case list.

    Figure 1 Customer Case List page

    Table 1 GUI elements on the Customer Case List page

    Element

    Type

    Description

    Case Title

    Label

    This area displays the case title.

    You can click this button to go to the case details page.

    Work Order Type

    Label

    Case type.

    Value of Case Type Name configured on the Configuration Center > Case Configuration 2.0 > Case Configuration > Case Type page.

    You can click this button to go to the case details page.

    Current Process

    Label

    Current process status of an unclosed case.

    Value of Status Name configured on the Configuration Center > Case Configuration 2.0 > Case Configuration > Case Status page.

    You can click this button to go to the case details page.

    Creation time

    Label

    Case creation time.

    You can click this button to go to the case details page.

    More

    Button

    You can click this button to go to the Case Workbench page.