Case Distribution

Objective: To distribute cases per shift and manage them accordingly. To respond and assist internal
channels like opening cases, providing Verint assistance, and checking MACD requests.

Guidelines / New Process: 

1. The opener shifters/email commanders need to open the “Case Distribution Tracker” and
identify the agents who are on RD/Absent and PTO status.
A. Tracker <Link>
2. Split the email time per Team
3. Everyone handling support cases should go on “Ready Status”. Except if they have any
scheduled appointment or follow-up.
4. The case distribution is based on the list of agents from opening ‘til closing following the agents’
schedules. E.g.:
 Opener
 Opener
 Opener
 Mid
 Mid
 Mid
 Closing
 Closing
 Closing
 
5. No case(s) should be assigned to mid-shifters and closers until they are logged in. Thus, the case
distribution would just follow the Round Robin for agents that are on Ready.
6. Any assistance from Hypercare channel should be acknowledged by the next person in the
queue in the case distribution tracker.
7. Agents on breaks or Lunch can still be assigned cases, if they are not urgent, and an initial email
has already been sent out to the user.
8. If the agent received a case from an INBOUND CALL and was not his turn yet to receive a case,
the distribution will continue to the next person and skip him, until the occurrence of the next
round-robin.
9. The endorsed case would fall on the agent who is next in Round Robin for that hour.
10. No cases would be assigned 30 minutes before agents logged out time.
 
 
Team Coverage:

Team Melvin - 12AM to 6:59 AM

Team Miyo/Jay – 7:00 AM to 11:59 AM
Team Kenny – 12:00 PM to 5:59 PM
Team Cris – 6:00 PM to 11:59 PM
Email Commander Roles/Responsibilities:
 
 Updating the tracker of the cases assigned/handled by folks on ready 
 Handle p1/escalated calls – we can define a backup email commander for this matter 
 Queue monitoring
 Monitoring unread emails
o if urgent/important to be attended to, re-assign the case, or get someone on ready to
backfill the support required 
 Use this time (if no calls/emails are on queue) to follow up on his/her open cases to have more
people ready
 To be the person to answer an incoming call if all other agents are on ‘not ready’ – to ensure our
SLA is safe and sound