Case Actions
Any admin with Owner access can customize following attributes:
- Case Priorities
- Case Resolutions
- Performance Improvement (PI) Actions
- Investigation Recommendations (coming soon!)
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.