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Customizing Case Priorities, Resolutions, and PI Actions

Madyson Kmiec
  • Updated

New! You can now add custom case actions to better categorize cases according to your organization’s needs.

For example: If you would like to differentiate between Case Outcome and Resolution you can now create a custom case action titled “Outcome”.

Any admin with Owner access can add custom case actions or customize the default actions provided.

Custom Case Actions

To add a custom case action:

  • Navigate to the settings dropdown and select ‘Customizations’
  • To create a new custom case action select ‘Create New’
  • You will then be prompted to name the case action and choose whether you want the dropdown to be multi-select or single select
    • For example, you can name the case action "Outcome"
  • Press ‘Create Action” to generate the new case action

Add Dropdown Values

  • Next, select the Case Action you created and add values to generate the dropdown options
    • For example you could add the value: “Unsubstantiated”
  • Press ‘Add Value” and this will now appear in the dropdown
  • Lastly, ensure the Case Action toggle is enabled. Once enabled, the custom case action will populate on all cases under the ‘Case Overview’ section

Editing custom case actions

  • To edit a custom case action select the custom action and click the edit icon
  • You can then change the name of the custom case action which will update retroactively on all cases and on new cases going forward
  • You can also enable or disable mutli-select

Note: Only custom case action names are editable, default action names are not

Enabling / disabling custom case actions

  • You can disable the custom case action using the toggle.
  • If the custom case action is disabled it will no longer show on new cases and on previous cases it will only be displayed if there was an answer provided.

Editing dropdown values

  • If you edit the dropdown value for a custom case action it will update retroactively and on all new cases going forward

Deleting dropdown values

  • If you delete a dropdown value for a custom case action it will disappear in the dropdown going forward but still be retained on previous cases if provided as an answer

Reordering dropdown values

  • To reorder the dropdown values hover on the value and click the dots and drag to rearrange

Custom case actions will appear in case filters and in charts under ‘Case Attributes”

NOTE: There can only be 6 active case actions at a time, to enable an additional action beyond this limit you would first need to disable one.

CUSTOM INVESTIGATION ACTIONS: 

You can also add custom investigation actions to the investigation workflow itself. To do so click on the ‘Investigation Actions’ tab and follow the same steps as above. 

Custom Investigation Actions will populate on the ‘Take Action’ step of the Investigation workflow 

DEFAULT ACTIONS

You can also customize or disable default actions if desired. Default actions include: Priorities, Resolutions, A/C Privilege, PI Actions and Investigation recommendations. 

Case Priorities

AllVoices will add a default set of priorities for each customer.

  • Not Set
  • Low
  • Medium
  • High

Owners are able to add, delete, or edit any of them. When customizing them, please note the following limitations:

  • Priorities are case-insensitive i.e. “High” and “high” are essentially the same.
  • Product will not allow duplicate priorities to be added.
  • There is a character limit of 50 for each priority.
  • Not Set priority cannot be deleted or re-arranged.

Editing a priority

  • Editing a priority will work retroactively, meaning all cases with original priority will reflect the new edited label.
  • For example, if case A has priority “Level 01 - Low” and admin edits the priority to re-label it as “Level 100 - urgent,” then Case A will show “Level 100 - urgent.”

Deleting and mapping a priority

  • Owners can delete a priority. However, before deleting, Owners must choose another priority to map the cases that have priority which are about to be deleted.
  • For example, if you have cases marked with Low, and you attempt to delete this option, you will be prompted to map all cases to another existing priority label. After this is saved, all cases that previously were marked as Low, will have the new priority label.

TIP: We recommend adding any new priorities before deleting any, so that you have all options available for mapping.

Case Resolutions

AllVoices will add a default set of case resolutions for each customer.

  • Counseling
  • Dismissal
  • Final written warning
  • Litigation
  • Mediation
  • No action
  • No resolution
  • Resignation
  • Responded to inquiry
  • Suspension
  • Unsubstantiated
  • Verbal warning
  • Written warning
  • Other

Owners can add, delete, or edit any of them. When customizing them, please note following limitations:

  • Resolutions are case-insensitive i.e. “Mediation” and “mediation” are essentially the same.
  • Product will not allow duplicate resolutions.
  • There is a character limit of 50 for each resolution.
  • Deleted resolutions will appear in filters, listing, and charts if they were used in any case. A deleted resolution which was never used in any case will not appear.

Editing a resolution

  • Editing a resolution will work retroactively, meaning all cases will reflect the new edited label.
  • For example, if case A has resolution “Mediation” and Owner edits the resolution to re-label it as “Warning,” then Case A will show “Warning” as resolution.

Deleting resolution

  • Deleting resolutions will not make any retroactive changes.
  • If a case has a resolution selected that has since been deleted, the resolution will remain on that case.
  • The resolution will not be an available option moving forward.

TIP: If you do want to make retroactive changes to existing resolutions, use the Edit function.

Performance Improvement Actions

Customers with Performance Improvement feature only

AllVoices will add a default set of PI actions for each customer.

  • First Conversation
  • First Warning
  • Second Warning
  • Final Warning
  • Repeat/Ongoing Discussion
  • Performance Improvement Plan
  • Performance Improved
  • Dismissal

Owners can add, delete, or edit any of them. When customizing them, please note following limitations:

  • PI Actions are case-insensitive i.e. “Dismissal” and “dismissal” are essentially the same.
  • Product will not allow duplicate PI Actions.
  • There is a character limit of 50 for each PI Action.
  • Deleted PI actions will appear in filtrations, listing, and charts if they were used in any case. But a deleted PI action which was never used in any case will not appear.

Editing PI Actions

  • Editing a PI Action will work retroactively, meaning all cases will reflect the new edited label.
  • For example, if case A performance workflow has PI Action “First Warning” and admin edits the PI Action to re-label it as “Dismissal,” then Case A PI workflow will show “Dismissal” as PI Action.

Deleting PI Actions

  • Deleting PI Actions will not make any retroactive changes.
  • If a PI Workflow has an action selected that has since been deleted, the action will remain on that case.
  • The PI Action will not be an available option moving forward.

TIP: If you do want to make retroactive changes to existing PI Actions, use the Edit function.

Attorney-Client Privilege

AllVoices will add a default set of values for a/c privilege:

  • Yes
  • No

Unlike the other default actions these values cannot be edited. However, if you would like to disable this attorney-client privilege altogether for your organization you can do so by disabling the toggle.

Investigation Recommendations: 

*Customers with Investigation feature only

AllVoices will add a default set of Investigation recommendations for each customer.

  • Written warning
  • Verbal warning
  • Discipline
  • Demotion
  • Mandatory training
  • No action
  • Dismissal
  • Mediation
  • Other

Owners can add, delete, or edit any of them. When customizing them, please note following limitations: 

  • Investigation actions are case-insensitive  i.e. “Dismissal” and “dismissal” are essentially the same.
  • Product will not allow duplicate Investigation Actions.
  • There is a character limit of 50 for each Investigation Action.
  • Editing Investigation Actions
    • Editing a Investigation Action will work retroactively, meaning all cases will reflect the new edited label. For example, if case A investigation workflow has Investigation Action “Verbal Warning” and admin edits the Investigation Action to re-label it as “Dismissal,” then Case A Investigation workflow will show “Dismissal” as Investigation Action.
  • Deleting Investigation Actions
    • Deleting Investigation Actions will not make any retroactive changes. If an Investigation Workflow has an action selected that has since been deleted, the action will remain on that case. The Investigation Action will not be an available option moving forward. 

TIP: If you do want to make retroactive changes to existing Investigation Actions, use the Edit function.

Disabling a default action:

  • To disable a default case action select the action and disable the toggle.
  • The case action will no longer appear on new cases and old cases unless a value was previously recorded in which case it will stay displayed but no longer be editable.

Let us know if you have any questions over at support@allvoices.co

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