admitur Cases and the officer console
When a student needs a person, the assistant opens a case and passes it to the right team. Officers pick it up in the console and reply in the same chat.
When a case opens#
A case opens when:
- the student presses Talk to a person, or asks for one in their own words, in any language,
- the assistant can't answer from your content and offers your team instead, or
- the student seems to be in distress. These cases are marked priority and go to the top of the queue.
One student's journey is one case, with a reference such as DC-7KQ2X9. If they come back with another question, it's added to the same case rather than starting a new one.
Teams#
Each institution starts with three teams, one per stage of a student's journey: Enquiries, Admissions and Student visa. The assistant sends each case to the team for its stage. Officers can belong to one team or several, and only see their own teams' cases.
Your queue#
The console opens on My cases. Beside it are Unassigned, the cases waiting in your teams for someone to pick up, and All, every case in your teams. Cases are grouped by what they need:
| Group | Means |
|---|---|
| Waiting on us | The student is waiting for your team. Priority cases first, then the longest waiting. |
| Follow up | Your team replied and the student has been quiet for 12 hours. |
| With the student or the assistant | Nothing for you to do yet. |
Working a case#
A case shows the conversation and everything that happened on it, in order.
- Reply. Your message appears in the student's chat. Replying takes the chat over: the assistant stops answering until you hand it back.
- Hand back to the assistant when you're done.
- Hand over to another team, for example from Enquiries to Student visa. The case goes to that team's Unassigned queue.
- Pick up, release or assign a case to a colleague in its team.
- Notes: internal notes for colleagues, or notes for the student.
- Status: open, with your team, waiting on the student, or closed.
Every action is recorded on the case and in the audit log.
Show details#
Conversations are shown masked: the student's name appears as [NAME_1], their email as [EMAIL_1], and so on. Press Show details to see their real details. That's recorded on the case with your name, so there's always a record of who looked.
Notifications#
The console installs as an app on phones and computers. Turn notifications on with the bell, on each device. You're notified when a case reaches your team (urgently for priority cases), when a student replies on a case you own, and when a colleague assigns you a case.
A notification shows only the case reference and the team, never the student's name or words, so nothing personal shows on a locked screen.
On iPhone, notifications need iOS 16.4 or later, with the app added to the home screen (Share, then Add to Home Screen).
Officer levels#
Officers earn points for what helps students: replying, replying quickly, picking up cases and closing them. Points are worked out from the case history, so each one traces back to a real case. The console shows each officer's level, from Newcomer to Legend, and the week's top five.