Inhalt/Content
System Environment novomind iAGENT Claim
Claim is optimized for the use with two screens. For this reason, Claim is opened in a separate window after logging into novomind iAGENT Desk.
You will obtain the login credentials from your administrator or group leader.
Concurrent Use of iAGENT Desk and iAGENT Claim
Navigating within the User Interface
The processing and routing of tickets proceeds based on the settings and authorizations in novomind iAGENT Desk. You will find further details in the corresponding manuals.
A switch between novomind iAGENT Desk and novomind iAGENT Claim, e.g., in order to send an email to a Claim contact, can be achieved in different locations.
All processes which have been started in novomind iAGENT Claim are automatically allocated to the currently opened claim. A mixed mode of operation, in which consultants can process claims alongside the usual processing of tickets/chats/calls, is therefore supported.
Claim Routing
Claims are not routed by the system. They are either automatically or manually allocated to agents, depending on the system’s configuration.
You can view your claim backlog under My claims in the claim window. At this point, the categories are listed in which there are claims assigned to you.
If you click on the Global tab, the user interface is similar to the one under My Claims – however, here you will see all the claims in the system that you are allowed to see according to your rights.