> ## Documentation Index
> Fetch the complete documentation index at: https://docs.jelou.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Consolidated Case Management

> View and analyze all managed cases in a centralized way over a given period.

Unlike Live Monitoring, which focuses on the current operation, this section provides a complete view of all activity within the selected date range, making it easier to analyze trends, evaluate results, and make decisions based on historical data.

## General indicators

At the top of the screen, a set of indicators provides a quick overview of the overall operation behavior.

<AccordionGroup>
  <Accordion title="Total cases">
    Represents the total number of cases recorded during the selected period, regardless of their status or final outcome.
  </Accordion>

  <Accordion title="Attended cases">
    Corresponds to cases that received at least one intervention from an operator.
  </Accordion>

  <Accordion title="Transferred cases">
    Represents cases that were transferred between operators or teams during the support process.
  </Accordion>

  <Accordion title="Unattended cases">
    Corresponds to cases that ended without receiving any human intervention.
  </Accordion>

  <Accordion title="Average first response time">
    Shows the average time operators took to send the first response to the user once the support process began.
  </Accordion>

  <Accordion title="Average response time">
    Represents the average time elapsed between messages sent by users and responses from operators throughout the conversation.
  </Accordion>

  <Accordion title="Average duration">
    Shows the average time elapsed from the start to the closing of cases managed during the selected period.
  </Accordion>
</AccordionGroup>

## Case classification

Cases are grouped into two main categories based on how they reached the human team.

<Tabs>
  <Tab title="Routed cases">
    Cases that were escalated by the workflow to a human operator due to a user request, a business rule, or a condition configured within the conversational flow.
  </Tab>

  <Tab title="Non-routed cases">
    Conversations where the workflow determined that human support was needed, but the assignment could not be completed because no operators were available at that time or business hours had ended.
  </Tab>
</Tabs>

<Info>
  This classification helps identify improvement opportunities in support flows and operational coverage.
</Info>

***

## Information available per case

Each record shows detailed information that provides the full context and traceability of the support interaction.

| Field               | Description                                                                                                                                               |
| ------------------- | --------------------------------------------------------------------------------------------------------------------------------------------------------- |
| Customer identifier | Unique identifier for the user associated with the case. Depending on the channel, it may correspond to a phone number, email address, or other username. |
| Source channel      | Channel that initially received the interaction and subsequently routed the conversation to human support.                                                |
| Assigned operator   | Operator responsible for the current case management. In the event of transfers, it shows the operator currently assigned to the conversation.            |
| Team                | Support team responsible for managing the case.                                                                                                           |
| Start time          | Exact moment when human support for the case began. This date may differ from the start of the conversation.                                              |
| First response time | Specific time the operator took to send the first response to the user.                                                                                   |
| Management flag     | Indicates whether the case received effective intervention from an operator. Updated automatically based on actions performed during support.             |
| Total duration      | Time elapsed between the start and closing of the conversation. For active cases, this value will continue updating until support ends.                   |

### Case status

Identifies the current state of the conversation.

| Status | Description                         |
| ------ | ----------------------------------- |
| Active | The conversation is in progress     |
| Closed | The conversation has been finalized |

### Closed by

Indicates who or what action caused the conversation to close.

* Closed by the operator.
* Automatically closed due to inactivity.
* Closed as part of a transfer.

### Case origin

Identifies how the support interaction was generated.

| Origin                   | Description                                           |
| ------------------------ | ----------------------------------------------------- |
| Organic                  | The conversation was naturally initiated by the user  |
| Induced by administrator | The support was generated by an administrator         |
| Induced by operator      | The support was generated by an operator              |
| Induced by system        | The support was automatically generated by the system |

### Available actions

Each case provides quick access to view the full conversation detail and review the history associated with the management performed.

***

## Search and filters

To facilitate the analysis of large volumes of information, the platform includes search and filtering tools.

Cases can be searched by:

* Channel
* Operator
* Team
* Date range

These filters enable specific analyses and help quickly locate conversations within the operation.