# Case Lifecycle Model (Amazon Connect)

## Overview
The Case Lifecycle Model provides a framework for understanding how cases are managed within Amazon Connect.

## Key Components
1. **Case Creation** - Initiated when a customer submits a request.
2. **Agent Assignment** - Cases are assigned to agents based on skill set.
3. **Case Resolution** - Agents work on solving the customer's issue.
4. **Case Closure** - After resolution, the case is marked as closed.

## Metrics
Understanding lifecycle metrics is essential for improving efficiency. Here are some important metrics:
- Average Response Time
- Case Resolution Time
- Customer Satisfaction Score

## Real-Time Dashboard
The Real-Time Dashboard provides insights into ongoing case management, allowing supervisors to monitor performance metrics live.

## Staffing Timeline
A staffing timeline is crucial for predicting and managing the workforce needed to handle cases effectively.

## Additional Resources
For more insights, check out:
- [Case Lifecycle metrics](https://support.assembled.com/hc/en-us/articles/27927588435085-Case-Lifecycle-metrics)
- [Case Lifecycle Real-Time Dashboard](https://support.assembled.com/hc/en-us/articles/27913526460685-Case-Lifecycle-Real-Time-Dashboard)
- [Case Lifecycle Staffing Timeline](https://support.assembled.com/hc/en-us/articles/27913439886733-Case-Lifecycle-Staffing-Timeline)
- [Case lifecycle model (Salesforce Service Cloud)](https://support.assembled.com/hc/en-us/articles/27911960489101-Case-lifecycle-model-Salesforce-Service-Cloud)