Automatic BPEM Replace and Escalate is a report that enables BPEM/EMMA cases to be replaced/escalated if the case that is in process, has a current processor ID (i.e. the case is already assigned to an agent) that has not been updated in the selected timeframe.
The report starts by getting the case details based on the selection criteria on the selection screen used. Then it retrieves the information from customizing to get the threshold days and priority to be set based on the case category. If no customizing is found the same options are used for all cases.
It then checks the days between the last changed made on the Case and the current date and if this date is greater than the threshold date within the selection, the action is processed.
If the Evaluate Processor activity is checked on the selection, then it fetches the last time the current processor logged into BDEx from Action log tables (logging must be enabled in the Users assigned BDEx Profile) and if the user has not been active in the given time frame, the action selected is processed.
Actions available
RC – Replace Case
If Replace the Case is the Action to be performed, it returns the Case back to the queue.
CP – Change priority
If change priority is the action selected to be performed on the case, the report changes the priority of the Case and updates the output with the Old priority and New priority.
RP – Replace and Change Priority
If Replace and Change Priority is the action selected to be performed on the Case, the report returns the Case back to the queue and changes the Priority with the new priority selected and updates the report output accordingly.
ES – Escalate to TM (Team Manager)
When Escalate to Team Manager is the action selected to be performed on the case, the report checks the Organization Structure to determine the Team Manager(s) position for the user/agent that is the current processor of the case and then assigns the case to all relevant team manager positions. The case will be assigned now to all of the TM queues and the processor ID is removed. Thereby any TM assigned to those positions can Get Work to have the escalated cases appear in their Personal Worklist.
See example:
If no Team manager is found an error message is displayed.
EP – Escalate to TM Change Priority
When Escalate to Team Manager is the action selected to be performed on the case, the report first changes the priority of the case to the new value, then will assign the cases to the manager position of the assigned user.
QP – Change Case Priority from Work Queue
When this action is selected the auto replace tool will look for cases assigned to the work queue that do not have a processor ID – so that you can update the priority of cases to move them up in priority in the work queue
QE – Escalate Case from Work Queue
When this action is selected the auto replace tool will identify the cases assigned to the work queue that do not have a processor ID and will find the manager positions reporting to the work queue. The cases will be assigned to the positions for the managers of the work queue.
QI – Escalate and Change Priority from Work Queue
When this action is selected the auto replace tool will identify the cases assigned to the work queue that do not have a processor ID and will change the priority and assign the cases to the manager positions of the work queue.
If Test Mode is selected, actions selected will not be performed, only the information on the case and status will be displayed in the output.
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