Case Management
No structured case tracking. Assignments and status changes are manual.
System Concepts
Track all cases with real-time status, priority, and assignment
| ID | Title | Type | Status | Priority | Assignee | SLA |
|---|---|---|---|---|---|---|
| CSE-2048 | Benefits enrollment discrepancy | HR | Open | High | Angela Torres | 4h remaining |
| CSE-2047 | Vendor invoice payment delay | Finance | In Progress | Critical | Raj Mehta | 2h remaining |
| CSE-2046 | System access request — new hire | IT | Open | Medium | Unassigned | 8h remaining |
| CSE-2045 | Client contract renewal review | Legal | Escalated | High | David Kim | Overdue |
| CSE-2044 | Office equipment replacement | Facilities | In Progress | Low | Maria Santos | On track |
| CSE-2043 | Data export compliance check | Compliance | Resolved | Medium | Lisa Chang | Completed |
Full case record with timeline, attachments, and activity log
Benefits enrollment discrepancy
HR Department · Created Feb 5, 2026 · Assigned to Angela Torres
Employee reported mismatch between selected benefits plan and payroll deductions. Requires cross-reference with enrollment records and payroll system data.
Activity Timeline
Case created from intake form
Auto-assigned to HR department based on case type
Added 2 attachments: enrollment_form.pdf, benefits_summary.xlsx
Status changed: Open → In Review
Internal note: "Contacted payroll department for clarification"
Priority escalated: Medium → High
Automatic and manual assignment with workload balancing
Agent Workload
Routing Rules