Cases (WEB)
The Case page contains searchable details for all cases that the employee can access. Agents and supervisors can quickly review all the key information related to case records without the need to select individual interaction.
For example, an agent in the Sales queue handling an email can review the interaction history for that case, or preview other interaction to that case. Agents can also move an interaction to or merge interactions from another case.
When upgrading from MiContact Center 7.x or 8.x or 9.x to MiContact Center Business 9.2 cases are automatically created for emails (beginning with the most recent email and ending with the oldest email). Emails that are associated to a particular customer calls are grouped within a single case to consolidate information.
In addition, contact information based on historic emails is added to the MiContact Center Business database. For MiContact Center version 8.1 customers who implemented the Omni Channel Tech Preview cases are also created for SMS and Chat during an upgrade to MiContact Center Business version 9.2.
Cases are deleted when the email interaction related to the customer are all Junked. If an email is accidentally set as ‘Junked’ and it would be the only item in a case, you must find and forward it to the customer to enable it to display in the list of cases.
For more information on handling cases in Ignite (WEB), see "Working with cases in Ignite(WEB)".