The Agent App Explained
Last updated: 2 Jul 2012
The Agent App is the first screen you see when you log into your Casengo account. This is the customer
support command center where you can seamlessly handle emails, chat and social media interaction
from the one console.
All new, open, and pending cases for your account will be displayed in this ‘inbox’ area – just like
traditional email clients. When a case is resolved it ceases to be displayed in this inbox area.
The ‘case menu bar’ displays the contact who made the enquiry, the subject they provided, the status of
the case (new, open or pending), the time the case was last updated, the priority of the case and which
support agent the case is assigned to.
The inbox overview provides a high level account of cases so you can quickly see the number and status
of cases in the queue.
To work on a case, simply click on the contact or subject hyperlinks.