ENGAGE / CASES
Aurora Coffee Co.
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Case management
Conversations escalated from the inbox into trackable, routable cases.
Open cases
9
▲ 2 vs yesterday
Unassigned
2
awaiting routing
In progress
2
being worked
Resolved this week
0
median 3h 12m
Select cases to act in bulk — J/K to move, X select, Enter open.
No cases match
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SLA targets: Critical 1h · High 4h · Medium 12h · Low 48h. Every assign / priority / status change is written to the case timeline + audit log.