Interactions associated with cases
The Interactions tab present under History, Inbox, Case or Inqueue pages displays all the calls related to the selected case. Each interaction is assigned with a case ID. Ignite automatically reuses the last Case ID for all the inbound* or outbound interactions associated with the same customer. This helps to keep the related case information together so that the agent doesn’t have to manually merge related cases later. Interactions are assigned to a previous Case ID only if the previous case is not closed and not older than the defined default number of days.
*: When a customer sends an email without a case ID in the subject to the contact center, a new case is always created (Ignite does not reuse an existing case ID).
When you initiate an outbound email, the previous case ID is not automatically reused, but Ignite displays the reusable case found and you can choose to reuse the Case ID if you wish to.
You can enable or disable the option to search for reusable cases on the Options > Customization page.
You can filter, search, view the status of the interactions, move interactions from a case to another case, and go to the corresponding folders(Inbox, History or Inqueue) from the cases page.