Need an ability to export Ace Hub data to Excel so we can use it for reporting purposes.

As cases can often require continuation of work in another region, ACE Hub functionality should be added to easily allow transfer of cases and handover notes.

We would need to be able to track

1. Which site is to receive the case.
2. What is the current status of the case (most recent description and actions)
3. What are the next actions required
4. Confirmation / Acknowledgement from the receiving ACE.

This would help as there will be handovers between all the sites
- Sydney
- Hyderabad
- Dublin
- Reston
- Redmond

It would be good to get an activity dashboard pane in ACE Hub where we can see all the activity done by me. Currently, we can filter the cases using the filter: Modified by. However, in a scenario where somebody else modifies the case after I did - I will lose that activity. Using the activity dashboard - it will be easier for us to follow up on the cases we had reviewed previously.

There would be scenarios where ACE(s) would need to go back and look-up closed cases to perform CSAT analysis. While we do have an option to open cases in Service desk, it would be good to have capability to open closed cases in ACEHub to review the notes added by ACE(s).

Could we add functionality to ACE Hub that lets us flag cases for
1. RCA required
2. uvocitem required
3. Courtesy required
4. Customer Education required

These flags should persist even when the case is closed and stops appearing on ACE Hub. ACEs can run reports on all tickets to check what ones need RCAs or uvocitems etc.

I track this manually in a OneNote for Shell and it is an overhead for me. This would help us standardise our approach and be able to report on our impact on the customer support experience.

KYC shows the count for the SLA missed , if I hover over the count I should be able to see which were the SR for which SLA was missed

Sev-B has a 24x7 option - ACE/CXP need to watch for 24x7 B's that have not been handed off or are stale. ACEHUB should to filter on that. A new column please?

Sorting based on SR number does not seem to work as expected. Quick sorting feature on all columns on the grid will be good to have

Cases can change severity during their lifetime. Being able to see cases that have changed priority in ACE Hub will help prioritise work.

For example:
- ACE Hub shows two Sev-B cases.
- One case was opened as Sev-A and later lowered to Sev-B
- The other cases was opened at Sev-B

This can help the ACE to prioritise as appropriate.

For some of TEC customers there are 10+ active cases at any time. Thus it's important for us to pick up the Hot cases, handle it with high priority.
Normally TAM is more close to customer, Their judgement on "hot" cases may help us to focus on the "really" important cases.

Most of our customers have different reporting needs. It would be nice to be able to add custom columns to Ace Hub for tracking those properties

Acehub should send out an email mid-week/Dialy to show the health of the Customer's cases to all the case owners and ACE team.

This will help get more visibility towards customer as a whole rather than individual cases and help us drive the cases with case owners faster.

need more prognosis options in ACE Hub. like pending with ARR or waiting for Customer Information etc...

Many times we get low CSAT scores when a engineer does not respond on a case for several days. I would like to see these cases highlighted on ACE HUB when there is no reply in n days or n minutes. For example, the entire line on ACE HUB can turn red or another color to make me very aware that the case is languishing in the queue.

In the ACE Dash - KYC Section, the report tables for CSAT and Speed have the oldest data at the top of the table, and the most recent information at the bottom.

The issue with this is that the ACE / Manager always has to scroll to see the current information.

Suggestions:
- Increase the size of the field for the table, so scrolling is no longer needed.

Or

- Sort the tables in reverse order, with the most recent data at the top.

can Product name show the current case product instead of initial product?

Customers frequently open cases under the incorrect product, and it will help our product reviews if this is accurate.

This will reduce the copying and pasting of the case number into this tool

Custom view disabled filter button. But we should leave it enabled, I need to filter the results on my custom view.

Prognosis and Classification type columns should be sortable