Who can use this feature?
- Available with Workforce.
- Requires the Workflow Intelligence Add-on.
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A case swivel, sometimes called a "chair swivel," is when an employee switches to another ID of the same type of WorkflowID—for example, moving from one Zendesk ticket to a different Zendesk ticket. The term is analogous to turning your chair to work with a colleague before returning to the task at hand. Case swivels are a common pattern in Workflow Intelligence, and how one affects node activity and session replay depends on whether the employee returns to the original case within the 60-minute node window.
You can turn Case Swivels on or off in the left panel while analyzing a workflow. For instructions on toggling that setting, see Case Swivels in Analyzing Workflows. This article explains what happens to node activity and session replay in each swivel scenario.
Agent swivels away and does not return within 60 minutes
When an employee swivels to another case and does not return to the original case within the 60-minute node window:
- Node activity ends at the point of the swivel.
- The associated session replay also ends at the point of the swivel.
Agent swivels away but returns within 60 minutes
When an employee swivels to another case but returns to the original case within the 60-minute node window, the node stays open across the swivel:
- Node activity does not end at the point of the swivel. Any activity that occurs between the swivel and the return is not counted toward the node or the Active Time spent on the original case.
- The associated session replay, however, does include the activity between those two points. Replay is a true representation of the employee's activity, and pages are not truncated or filtered out.