Contact Center AI → Projects → Board (Statuses)

The 'Board' tab is designed for creating and managing Statuses. Status is an attribute attached to customer requests to simplify finding necessary information.

• For convenience, a status can be linked to a scenario. You can create separate statuses for each scenario. For any status, you can select a Virtual PBX or Chatbot scenario with which they will be associated.
• If a dialogue is linked to a scenario, you can use case statuses from that specific scenario in it. This status won't appear in dialogues with other scenarios, as it is intended only for the specific scenario.

See 'Dialogues: Address Book, Case, Speech analytics, Variables, Logs'.

To create a case status:

1. In the 'Contact Center AI' section → 'Projects' tab → 'Board' tab, click the plus button.

2. In the 'Add Status' modal window, specify:

   • Status Name.
   • Stage — New, In Progress, Completed.
   • Status color.

3. Click the 'Save' button.

• To edit a status, click on its name. After completing the editing, click the 'Save' button.

   

• The status is assigned to a case on the 'Dialogs' tab. Open 'Cases', select a status, and click the 'Save' button.