Approval process
This section allows the supervisor to view cases that are sent for approval and approve or reject them. To approve or reject cases, perform the following steps:
- On the Supervisor Console, click Case Management.
- Select the case that is waiting for approval.
- Add your comments in the Approver Comment field.
- Click Approve or Reject.
The following table describes all column titles:
Column titles | Description |
|---|---|
Case ID | Displays the unique ID of the case. |
Approval for | Displays the reason for which approval is required. |
Created by | Displays the agent's name who created the case. |
Assigned Main Group | Displays the name of the main group to which the case is assigned. Cases are auto-routed to skilled groups based on the case details. |
Assigned Sub Group | Displays the name of the sub group to which the case is assigned. |
Approval Status | Displays the status of the approval - waiting for approval or approved or rejected. |
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