Inhalt/Content
Claim Processing
Click on a claim from the corresponding list to process it (clicking x will get you back to the list).
The overview on the left-hand side displays basic details about the claim. You can either freely process the individual properties of the claim or select the desired option from the drop-down menus provided (you will find further details on the particulars in Chapter Creating a Claim in novomind iAGENT Claim). After you have made the required modifications, accept the changes by clicking Save.
The system configuration permits to add further so-called Generic fields. You will find further details on this in the novomind iAGENT Supervisor Manual.
In the upper right-hand screen you will initially find four buttons which allow you to perform various operations on the claim:
- Recategorize: Opens a dialog for selecting an alternative claim category.
Recategorizing can lead to a loss of existing assignments to reasons whenever the assigned reasons for the selected claim are not applicable in the target category. - New Process: Opens a new process in novomind iAGENT Desk, to initiate a correspondence related to the claim. The system automatically assigns the process to the claim and logs this operation in the history.
- Close: Brings up a confirmation prompt which you need to confirm in order to close the claim as well as all related tickets that are still open. Closed claims will be removed from My claims.
- Assign Claim to me: If a claim is not assigned to you yet, you can assign it to yourself with this button. Once the claim has been assigned to you, this button will be disabled.
Below the buttons, the History and Details tabs provide additional details about the claim.
Tracking Processing Time
Analogously to the tracking of processing times on tickets, the system also tracks processing times for claims. Tracking starts when opening a claim and ends with closing the claim or upon the agent’s log-out. Opening a locked (read-only) claim will not be tracked.
This feature is disabled by default. For details on enabling this feature, please contact our support team.
History Tab
Activities
The history logs all activities around the claim listing date, time, acting agent and event type.
By clicking Add, a list of activities opens that the agent can manually incorporate into the history – e.g. if the customer has been contacted by telephone. The activities available in the list depend on the configuration. The entries are specified by a supervisor.
If you search for a specific activity in the history, you can use the Filter button to reduce the list of events displayed down to those with matching properties only.
Below the Activities section you will also find the sections Time line and Mails, both of which are collapsed by default. Click to expand a section and to unfold its details.
Time Line
The time line visualizes the chronological order of the individual activities in the history. For better visual orientation, the same graphic symbols as in the Activities section have also been used for single events.
You can use the mouse to navigate the time line. Scrolling the mouse wheel adjusts the scale (where the coarsest setting comprises twelve months and the most detailed setting resolves the course of events in five-second intervals) and drag & drop is used to shift time line focus.
Mails
This screen area lists all mails related to a claim as well as their basic details. Clicking one of the properties in the individual columns opens the info area of the respective mail, just as in novomind iAGENT Desk.
If there already is a reply to a ticket, the receipt date and the time of the reply are documented in the Answered column. In that case, clicking on one of the properties will open not the original mail but the reply.
Use the Filter button to more quickly locate the mail(s) you need in longer lists.
In connection with the mail and the claim, the following operations are available to you.
- Assign Mails: Opens a selection dialog with a list of the tickets in the agent’s personal inbox. Once tickets have been selected, the button Allocate is enabled. Click on it to allocate the selected tickets to the claim.
- Unassign: Select a ticket from the list whose claim allocation you wish to delete. Click the button and confirm the confirmation prompt. The selected ticket is then no longer allocated to the claim.
- Pull Mail: Downloads the mail to the personal inbox as long is the ticket is still open and the mail has not been retrieved yet.
- Save attachments on claim: If the selected ticket has attachments, this button will open a selection dialog listing all present attachments. Select the desired attachments and click Save. You find the saved attachments in the Details tab of the Attachments section.
- Store ticket data to claim: Saves the details of the selected ticket to the claim and applies them to the Generic fields where appropriate. This feature depends on the system’s configuration. In case of interest, please contact your novomind project lead.
- Drag & drop into a process: If you wish to forward a correspondence in its original format, you can open a ticket (also a new one) in novomind iAGENT Desk and drag the respective ticket into that process via drag & drop. The correspondence pertaining to this ticket is then attached to the process.
Except for Assign mails the buttons can only be used when the claim is actually assigned to you.
Details Tab
Reasons
The Reasons section lists the reasons for a claim. Use the Change button to add further reasons or to modify currently listed reasons. Click Remove to delete a selected reason from the list.
With more extensive Reason lists, the button facilitates access to a specific reason.
The reasons available for selection are configured by a supervisor. You will find details on the configuration in the novomind iAGENT Supervisor Manual.
Compensations
In the Compensations section, you can see whether a compensation has been issued for the current claim as well as further details.
Via New compensation you set up another compensation:
- Type*: (mandatory field) The compensation type – to be selected from a preconfigured list.
- Date*: (mandatory field) The date for which the compensation is being created.
- Recipient: The beneficiary of the compensation. The list contains all contacts involved in the claim.
- Amount: The value of the compensation.
- Currency*: (mandatory field) The currency in which the value of the compensation is to be paid.
- Comment: Field for additional comments regarding the compensation.
- Generic fields: As specified in the system’s configuration, the screen may contain additional fields which need to be filled out.
If you would like to delete a compensation, use the Filter feature to quickly navigate in larger lists. Select the compensation you wish to delete and click Remove. After confirming the confirmation prompt, the compensation will be deleted from the list.
Further, you can add a causer for the compensation. To do so, select a compensation and click New causer.
Select a causer from the contact list provided (which contains contacts that have automatically been allocated to the claim by the system as well as manually added contacts). You can also enter the amount the contact has requested and the amount which has actually been reimbursed in the end. Click Save to save these details.
If a causer has been specified for a compensation, this is indicated by an arrow symbol next to the compensation date. Clicking the arrow will provide details on the causer.
Contacts
A claim’s contacts list contains various contacts related to the claim. Depending on their involvement in the claim, you can assign a specific role to each contact. The administration of assignable roles is a supervisor’s responsibility.
In part, contacts will be automatically adopted into a claim by the system. Contacts can, however, also be added manually. To do so, click Add contact. A dialog window will open which allows you to search for specific contacts. The search for contacts has been optimized such that all properties of a contact will be searched. Furthermore, contact search is now also based on SOLR search technology. Select the contacts from the results list and click Save to adopt the contacts into the claim.
Moreover, you can also create a new contact. Click New contact and enter the details for the new contact in the corresponding dialog window.
Save the information. The new contact is now stored in the system and will be shown in the claim’s contacts list.
In case the allocation of a contact to a claim is to be deleted, select the contact and click Unassign.
If you wish to start a conversation with a contact, select it and click New Process. A new process with the contact’s email address as its title then opens in novomind iAGENT Desk. Additionally, the system automatically prefills the To-address with the contact’s email address.
You can also set a selected contact as the complainant. To do so, click the Set to complainer button. If the correspondingly named columns have been selected for display, the complainant will be displayed for a given claim in the overview list under My claims or in the global claim overview.
Notes
Agents can store notes to themselves and to colleagues who possibly are also processing a given claim. Clicking New note will open an entry field.
Enter your note (up to 2,000 characters) and save it.
Notes are sorted chronologically. By default, the oldest note appears on top (the default configuration can, however, be overridden by an individual configuration in novomind iAGENT). If you wish to reverse sort order, you can do so via the Newest note first button. Upon clicking, this button toggles to Oldest note first, which lets you restore the original sort order.
Attachments
The Attachments section lists the attachments saved for a given claim. Attachments can be transferred from a customer mail or attached manually. To add another attachment to the list, click New attachment.
Click on + to open an explorer window for a local file search. Select a file and click Open. The selected file is now attached to the claim and appears in the attachment list. You can delete a file with Remove or specify a different name with Rename.