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).

Note:

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.

Search and filter interactions

To search and filter interactions
  1. Click Cases to display a list of all cases.
  2. Locate and click the required case from the list.

    The details are displayed in the right pane.

  3. Click the Interactions tab, enter the string in the Search interactions field. The search results are displayed.
  4. For a more detailed search:

    Click the down arrow in the Search field and enter the specific details.

    Click the Search icon to display the results.

    Optionally, you can filter based on case state – All, Draft, Inqueue, Ringing, Inbox, Handled, Sent, No Reply, Junk, and Failed. You can also select the Only show my items check box to filter your interactions.

    You can also view all the cases, or the customer related to an interaction by clicking Case tab or Customer tab next to the Search interaction field.

Pick or Pick and Reply inqueue conversation

You can pick or pick and reply all to an Inqueue multimedia interaction from a case.

Note:

An agent can only Pick or Pick and Reply All to one interaction at a time from a case. Pick, Pick and Reply All are available for Multimedia interactions, whereas only Pick is available for Voice and Open Media interactions (replying to those can be performed only from the Inbox).

To activate Reply, Reply All buttons in the Inbox
  1. Click Options > Customization.
  2. Click Show 'Reply' button to activate reply button or click Show 'Reply All' button to activate reply all button in the Inbox.
  3. Click Save.
To reply to a picked Inqueue interaction from Inbox
  1. In the Inbox, identify and select the Inqueue interaction you just picked.
  2. On the right pane, click either Reply or Reply All.
    Note:

    If the email to which you are replying has an existing draft, the To:, CC:, and BCC: fields are cleared and refilled with the default addresses based on the reply type selected

  3. The interaction opens in reply mode with all recipients copied. Type the content and click Send.
To activate Pick or Pick and Reply All buttons in the Interactions tab
  1. Click Options > Customization.
  2. Click Show 'Pick' button to activate pick button or click Show 'Pick and Reply All' button to activate pick and reply all button in the Interactions tab.
  3. Click Save.
To pick an Inqueue interaction from within a case
  1. Click Cases, and from the list of cases, select the case of the Inqueue interaction.
  2. In the Interactions tab, click Pick to assign the Inqueue interaction to yourself.
  3. Click OK.
To pick and automatically reply to an Inqueue interaction of a case
  1. Click Cases, and, from the list of cases, select the case of the Inqueue interaction.
  2. In the Interactions tab, click Pick and Reply All to assign the Inqueue interaction to yourself and reply.
    Note:

    If the email to which you are replying has an existing draft, the To:, CC:, and BCC: fields are cleared and refilled with the default addresses based on the reply type selected

  3. The Interaction opens in reply mode with all recipients copied. Type the content and click Send.

Navigate using the Go to button

You can select an interaction listed in the Interactions tab present under Inbox, History, Cases, or Queues folders and navigate to the interaction in the folder it is currently located in.

For example, for an interaction in your Inbox that contains a related interaction in the History folder, you can navigate to the interactions tab and use the Go to icon next to this related interaction to navigate to the History folder and view the related interaction.

Note:
  • The Go to button is not displayed for the currently selected interaction in the Inbox, but is displayed only for the other related interactions for the same customer.
  • The Go to button is not displayed for the inbox items, that do not belong to you.
To navigate using the Go to icon from cases
  1. Click Cases to display a list of all cases.
  2. Click the required case from the list.

    The details are displayed in the right pane.

  3. In the Interactions tab, click Go to icon to navigate to the interaction’s current folder.

Moving conversations to other cases

Moving interactions from one case to another might be needed to fix incorrect case linking. You can move one or more interactions from a case to an existing or new case of the same customer.

The following are the important points you must be familiar with before moving interactions from the source case to other cases:
  • If the source case is the only case the customer is associated with, you can select one or many interactions to cut from that case, but not “all” of them. The selected interactions will be moved to a new case.
  • When the customer has more than one case, you can select one, many, or all interactions from the source case and move them to an existing target case of the same customer.
  • The state of the new case will be same as the source case.
  • The subject for a case is based on the last interaction associated with the case. Therefore, after interactions are moved from one case to another, the subject of the latter case might change.
Ignite will automatically re-close a case in the following scenario:
  1. Case A was auto-closed after being resolved for a long time.
  2. Ignite automatically reopened Case A when a new email with the same case in the subject line was received.
  3. Additional interactions may get associated with Case A (That is, An agent may respond to that email).
  4. An agent or supervisor may decide to move all the interactions that were associated with the case (case A) since it was closed to a new case (case B) or another existing case (case C).
  5. Case A is auto-closed again.
To move interactions from one case to another case:
  1. Click Cases.
  2. From the list of cases, select the case that contains the interaction(s) you want to move.
  3. In the Interactions tab, select the interaction from the list. Optionally, you can select multiple interactions from this list.
  4. Click Cut from Case icon next to the interaction or hover over the interaction avatar and click the Cut from Case icon.

    If you want to move multiple interactions, click the avatar and select many or all interactions, and click Cut from Case icon at the top.

  5. Paste the selected interactions to a new case or to an existing case:
    • To paste to a new case, click the Paste to new case button. A new case is created containing the interaction you moved there.
    • To paste to an existing case (if there is one for this customer), click the Paste to other case button, and search and select the target case in the dialog box that displays.
    Note:
    • If you selected all interactions from a case to be moved, all the notes from the case are moved to the target case and the source case is deleted.
    • If the selected interactions are not the only interactions for the source case, Ignite will display a list of notes that were created after the first interaction you want to cut, and you can decide which notes (if any) you want to cut and paste it into the target case.
  6. Click OK.

Forwarding an interaction listed in a case

You can forward an interaction to others if you no longer wish to track the interaction.

To forward an interaction from a case
  1. Click Cases to display a list of all cases.
  2. Click the required case from the list.

    The details are displayed in the right pane.

  3. Click the Interactions tab.

    Interactions related to the selected case are displayed.

  4. In the Interaction tab, click Forward icon.
  5. Insert addresses in the To: field, and copy or blind-copy additional recipients by filling in the appropriate fields. Separate multiple addresses with semi-colons.
  6. Type the required content and click Send.
Parent topic: Working with cases in Ignite
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