Inhalt/Content
Integrations into the iAGENT Desk
After enabling the novomind iAGENT Claim components, the iAGENT Claim button is displayed in the novomind iAGENT Desk user interface:
For agents authorized to process claims (you will find further details on this in the novomind iAGENT Supervisor Manual – Chapter User Administration), novomind iAGENT Claim automatically starts when logging in to novomind iAGENT Desk.
In case you accidentally close that window, you can re-open the module via the Claim button in the top hader.
Complaints processing is performed in the Claim module. The processing of the correspondence (both internal and external) is performed in the Desk module.
The Claim Tab in novomind iAGENT Desk with the Use of Claim
If the Claim component of novomind iAGENT is installed, the info area in novomind iAGENT Desk additionally contains the Claim tab.
Whenever the system cannot find a claim to match a given ticket or such a claim simply does not exist, the Claim tab offers the New Claim button. It opens the window to configure the new claim. The ticket from which the claim has been created will be conntected to the new claim automatically.
If a claim for a given ticket already exists, the tab is marked with a red exclamation mark. The tab provides you with an overview of the most important claim details. In case you are authorized for claim processing, you can open the required claim directly via the Open in iAGENT Claim button and continue processing it.
If you are not authorized to use novomind iAGENT Claim, you cannot create new claims in the Info tab. In that case, the iAGENT Claim button also does not open a claim window. You will, however, see the claim details in the Info tab (provided they exist).
- Button to open claim window
- Claim tab
- Button to create a new claim in Claim window