Primary Surfaces
- Case Queue — a prioritized, filterable list of open cases by tier, topic, and urgency.
- SLA Dashboard — timers, breach risks, and commitments for the current shift.
- Escalations — cases that have moved to higher tiers, with full context preserved.
- Customer History — a timeline of cases, interactions, and outcomes for any customer.
- Agent Performance — workload and resolution metrics for team leads to monitor.
Daily Loop
1
Review the queue
Open the Case Queue to see new cases, SLA risks, and assigned follow-ups.
2
Pick a case
Select the highest priority case or one flagged by Twin.
3
Read context
Review the Customer History, prior interactions, and linked knowledge articles.
4
Interact or resolve
Reply, call, or schedule a follow-up. Record the interaction in the case.
5
Update status
Mark progress, attach evidence, or change case fields as needed.
6
Close or escalate
Resolve with a documented outcome or escalate with full context for the next tier.
7
Check continuity
Any handoff, follow-up, or SLA reminder is preserved for the next agent or shift.