Follow-up · Cases to address
See which cases have been handled — and which are still waiting.
Once a response has already been identified as needing follow-up, MapMyStaff lets the team see open cases, their status, and the latest recorded action, then review the context and use the action available under the current configuration.
From identified case to remaining work
Follow-up visibleTrack the queue, the trace, and the next action
01
Queue reviewedOpen cases, Urgent, Watch, and overdue items
VISIBLE02
Trace reviewedStatus, latest action, author, and time
REVIEWED03
Action selectedFollow-up according to configured options
SELECTED04
State trackedUntreated, treated, or marked recovered
TRACKED01View the queue
See the cases that still need attention.
The Response Management Center shows open cases, overdue backlog, and cases already handled. Urgent and Watch tabs separate triage categories and count the cases in each queue. These indicators describe workload and handling progress; on their own, they do not prove actual retention.
- 01Open cases
- 02Urgent and watch
- 03Overdue cases
- 04Updated statuses
02Review the trace
Review the latest action before continuing.
The activity log shows the latest action performed, the case involved, its author, its time, and the action status. Cases can be distinguished as untreated, treated, or marked recovered. “Marked recovered” remains a workflow status; by itself, it does not prove that the customer returned.
iIllustrative example—fictional data. Values do not represent verified customer results.
Case status
Case AUntreated
Case BTreated
Case CMarked recovered
Latest recorded action
ActionFollow-up prepared
AuthorAuthorized user
TimeJuly 18 · 2:32 p.m.
03Choose an action
Choose an action under the configured rules.
The center can show the offer or gesture configured for Urgent or Watch cases and allow a recovery or retention action to be launched when that feature is available. When the corresponding automation is enabled, the documented function can send the configured email, create the associated code, and record the survey update. This action does not, by itself, constitute a guaranteed customer return.
Follow-up selectionAccording to the configuration
✓Action selected and follow-up prepared according to available options
04Review the case
Review the case context before acting.
From a case that has already been identified, the record can show the information available for follow-up, including score, priority, status, age, and dominant reason when those data are present. An exposure estimate can help provide context; it represents neither a certain accounting loss nor a guaranteed return.
iIllustrative example—fictional data. Values do not represent verified customer results.
Open cases19To address
Urgent9
Watch10Displayed category
Estimated exposure$4,979.15Indicative amount
Follow-up queues9 Urgent10 Watch19 open cases4 treated2 marked recovered
05FAQ
Frequently asked questions
Four answers to distinguish the work queue, the recorded action, and the real-world outcome.
Does a negative response automatically create a case?
Not necessarily. From a response requiring follow-up, the user can open the associated case to review the context and organize the follow-up.
Does an action always involve a discount?
No. The user chooses an action according to the available functions, offers, and rules. A benefit is not required for every case.
What does the displayed exposure estimate represent?
It is an indicative amount used to contextualize the case. It does not represent a certain accounting loss or revenue that will necessarily be lost.
What does “recovered” mean in the management centre?
It is a workflow status applied to the case according to how the product works. On its own, this status does not necessarily prove that the customer booked again, used a benefit, or generated new revenue.
Next step
Request a targeted demoLet’s start with a customer response that currently requires too much manual follow-up.
Review how the case queue, latest action, available follow-up option, and recorded progress can stay visible in one handling workflow.