{"type":"video","version":"1.0","html":"<iframe src=\"https://www.loom.com/embed/733f5ba6fe784490ad5039cabda0fbc2\" frameborder=\"0\" width=\"1920\" height=\"1440\" webkitallowfullscreen mozallowfullscreen allowfullscreen></iframe>","height":1440,"width":1920,"provider_name":"Loom","provider_url":"https://www.loom.com","thumbnail_height":1440,"thumbnail_width":1920,"thumbnail_url":"https://cdn.loom.com/sessions/thumbnails/733f5ba6fe784490ad5039cabda0fbc2-ebaf08223db13a30.gif","duration":241.066667,"title":"Closing vs Snoozing Student Cases","description":"This Loom explains when and how to close or snooze student cases in the queue to reduce clutter while tracking resolution time. It uses Justin’s permit exam as an example: once his exam is scheduled, the case can be closed so he is removed from the queue and the system captures time spent and how the blocker was resolved. The operator guidance is to only close a case when a unit of work is complete, such as scheduling an exam, not mid-interaction. Alternatively, snoozing can reopen a case at a later time, with reminders and notes included in the AI context for follow-up, such as waiting 45 days after a failed DOT physical."}