Who is responsible for identifying if multiple cases are related?

The incident manager plays a crucial role in the overall management of incidents and cases within a contact center. This individual is responsible for analyzing case data, trends, and their relationships to ensure that similar cases are appropriately linked and managed. By identifying if multiple cases are related, the incident manager can streamline escalation procedures, prioritize cases effectively, and coordinate responses among service agents.

The incident manager's responsibilities extend beyond simple case management; they focus on understanding the underlying patterns in service requests and complaints. This holistic view enables better resource allocation, strategy formulation for recurring issues, and enhanced customer satisfaction through unified resolutions. In contrast, while service agents and customers may identify some correlations in cases, it is the incident manager who has the expertise and authority to officially declare and manage those relationships. Administrators typically focus on system configurations and user management rather than the intricate details of case relationships.