Enterprise workflows are often complex, long-running processes with many stages, participants, and decision points. Case State maintains the structured representation of where each case stands — what's been done, what's pending, who's responsible, and what the next steps are. Virtual employees use case state to understand context when they're assigned work, and the system uses it to ensure nothing falls through the cracks.
Every case has defined stages with entry and exit criteria. The system tracks which stage each case is in, how long it's been there, and what's needed to advance.
When work transfers between agents — human or virtual — the full case state travels with it. No re-explaining, no lost context, no starting over.
Time-based rules monitor case progress against service level agreements. Cases approaching SLA boundaries trigger escalations automatically.
Across many cases, the system identifies common bottlenecks, frequent escalation points, and optimization opportunities in your workflows.
Case State works in concert with other layers in the intelligence stack — each connection amplifying the capability of both components.
Eliminate lost context in complex workflows. Every handoff preserves full case history. Every SLA is monitored. Every bottleneck is visible. The result is faster case resolution and higher process quality.
Discover how Case State fits into your enterprise intelligence strategy.
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