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Resolving triage cases


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Once a customer service representative (CSR) carries out all of the necessary actions during the email triage process, they can mark the triage case as completed by resolving it. By properly resolving triage cases, the CSR ensures that Pega Email Bot manages user emails more efficiently, and that only the currently unresolved requests from users are tracked.

For example, a CSR sends an email reply to the user, and then spins off a related business case, before resolving the triage case in the system.
Perform any of the following actions for a triage case:
  1. Open a portal by performing one the following actions:

    • To open the Case Manager portal, in Dev Studio, click Launch web interface, and then click Case Manager.
    • To open the Email Manager portal, in Dev Studio, click Launch web interface, and then click Email Manager.
  2. Open a triage case by performing one of the following actions:

    • To edit a triage case in the Case Manager portal, in the dashboard view in the list of cases, click a case name.
    • To edit a triage case in the Email Manager portal, in the list of emails, click an email.
    Click ET-961.
  3. In the toolbar above the text of the email message, click Resolve.

    The status of the triage case changes to resolved.
If there are more triage cases to process, the CSR can address the other user requests saved in the email bot. For more information, see Triaging incoming emails.

  • Understanding the email triage process

    When Pega Email Bot receives an email, the email content is first examined by a text analyzer to detect topics, entities (such as people and places), sentiment, and language. Once the email bot completes the text analysis, the system applies automatic email routing based on the outcome of the text analysis and the routing rules that you define for the email bot.

  • Triaging incoming emails

    By manually triaging emails for the Pega Email Bot, customer service representatives (CSRs) and other operators, such as managers, can work through multiple emails in the context of their application to address and resolve customer issues faster and more efficiently. Case workers triage emails in the Case Manager or Email Manager portal.

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