Case Progression: Status, Priority & Performance
Case Progression — Status, Priority & Performance
Internal Training • Keep status truthful, set priority correctly, and protect performance reporting
The rule: status must reflect reality
“Open” means active work. “Awaiting Client” is only when you are truly blocked. “Escalated” is manager intervention. “On Hold” is client-requested pause. “Closed” is only when fully resolved.
Status rules (non-negotiable)
These rules exist to keep reporting fair and auditable.
Open ›
Use when: active work is being performed or must be performed next.
Do not use when: you are waiting for the client or a third party (that is Awaiting Client).
Awaiting Client ›
Use when: you cannot proceed without client documents/approval/answers.
Escalated ›
Use when: manager intervention is required (risk, conflict, urgent approval, SLA breach risk).
On Hold ›
Use when: client explicitly requests a pause or there is a formal pause instruction.
Priority rules (protect the queue)
Priority must be based on urgency/impact/SLA — not emotion.
How to set priority properly ›
Set priority using your internal priority matrix logic (deadline + regulatory risk + client impact).
- High: deadline/regulatory risk is immediate; delay causes material harm
- Medium: important but not immediate; work planned within normal SLA
- Low: admin tidy-up or non-urgent tasks with no near deadline
Performance & SLA link (what you control)
Performance is measured through accurate timestamps, statuses, and proper closure.
What damages performance reporting ›
- Logging late (not same day)
- Wrong “Logged By” (unfair credit/blame)
- Leaving cases open when work is done
- Using Awaiting Client when you’re not blocked
- Closing without a clear solution or accurate closure time
Mini Quiz — Progression
1) You cannot continue because the client must send documents. Status should be:
2) “Escalated” should be used when:
3) Which action distorts SLA reporting most?