Creating and managing cases

The Cases feature of Risk Management Component of the Real-Time Analytics (RTA) Framework that provides interaction search and replay functionality, combined with integration of the Real-Time Analytics (RTA) Framework. enables you to group interactions according to the needs of the enterprise. For example, you could have a case that houses interactions for the compliance team to inspect for fraudulent patterns. An interaction In Speech Analytics, an interaction represents a single part of the contact between one employee and the same customer. In Text Analytics, an interaction is the communication session between one or more employees and the same customer with a unifying contextual element. can reside in multiple cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously. simultaneously.

Cases, recycle bins, and legal hold are only available in EDM Enterprise. For more information, contact The entire communication experience for a customer, from beginning to end. your Customer Success Manager or Account Executive.

Cases are not visible in or used by the Interactions Product that assists contact centers increase operational effectiveness and improves the customer experience through full-time recording, powerful quality monitoring, compliance/liability management, rich reports, and an intuitive, dashboard-style interface. module.

Case types

Case types include simple cases, recycle bins, and legal hold cases.

Simple cases have a retention period. Analogous to a folder, the case stores a collection Group of back-office Contributions from one or more employees connected to a single customer or account captured by DPA. Collections are used for analyzing and improving back-office efficiency and quality. of interactions for the number of days configured. When the retention period expires the system removes the interactions from the case.
Recycle bins have a days until deletion period. After the days until deletion expires, the system permanently removes the interactions from the system.
Legal hold cases are used for compliance capture. Interactions assigned to a legal hold case do not have a retention period and cannot be deleted from the system.

Enabling the use of cases in Risk Management

The use of cases requires enabling the 2021R1 - Legal Hold feature. The feature has more system requirements associated with it and is not enabled by default. If you plan to use cases or legal hold, contact your support representative for assistance.

When the 2021R1 - Legal Hold feature is not enabled, Risk Management uses folders to organize interactions. When using folders, you cannot use cases.

Permissions for using cases

The use of cases requires granting specific privileges for the role assigned to you. Contact your administrator if you are unable to access cases or use features related to cases. See the related topics section to learn more.

How to use cases

Cases contain interactions that are logically related, as determined by the enterprise. For example, group interactions by case for a specific employee, by subject area of the interaction, or by geographic location of the customer. Compliance recording customers can use cases for investigations by the risk management team. After you have organized interactions by case, you can complete tasks for all interactions related to the case, such as replay or export of interaction media and metadata.

Manual case assignment

Add interactions to a case manually using the search results of Risk Management or when accessing an existing case.

Automatic case assignment

Using the Project Rules Manager Component that allows you to define rules, according to which the system performs specific actions., you can manage the assignment of interactions to cases through rules-based automation.

Customers licensed for Identity Authentication and Fraud Detection can use Recorder Analytics Rules to automate the assignment of verification Feature in voice biometrics where the speaker’s voice is compared to a collection of employee or customer voiceprints that should match the call. If a match occurs, the speaker is said to be verified. and detection Function of the IAFD product that compares a caller’s voice to one or more voiceprints in a watch list to detect if a target is participating in a call. activity Core component of both schedules and time records in Workforce Management (WFM). When an employee performs any kind of work, activities specify the scheduled work and capture employee adherence to their schedule. by case. For example, you configure a Recorder Analytics Rule to place watch list List that contains one of more voiceprints of people who are of particular interest to an enterprise. detections in the “Fraud Detection” case for follow-up investigation by your security team.

Case visibility

Cases are either private or public:

Private: The default visibility setting for a case, only the case creator can see a private case.
Public: Users with the role privilege Permissions associated with each role that define the features of the application a user is able to view and the functionality in the application the user can access. to use Assignment Manager Interactions application that allows administrators to define user access permissions and scope of the Interactions and Analytics applications. can grant users access to a case, making it public.

Case creation

Except for recycle bins, you can create cases using Risk Management or Project Instance of the Speech and Text Analytics application that supports a different language or Line of Business (LOB). Rules Manager. Always use Risk Management to create recycle bins.

Cases created through Risk Management are always private by default.

Case properties

Each case has properties that you can configure. Except for the Legal Hold status and Recycle Bin A recycle bin is a special type of case that serves as a temporary location for interactions scheduled for deletion based on a period of days, known as 'days until deletion.' After the number of days expire, the system permanently deletes the interactions. days until deletion, you cannot alter the properties after creating the case. The following properties are supported:

Description: Provides an explanation of the intended purpose of the case.
Access: Displays who can access the case. A Private case is visible only to you. A Public case is available to multiple users, based on how access to the case is configured in Assignment Manager.
Source: Indicates how the case was created, either manually or through the Project Rules Manager.
Properties:
- The value of Legal Hold identifies a legal holdcase.
- For cases not under legal hold, the retention period is shown. Retention defines how long to keep interactions in the case. The period is defined in days. The default retention period is 30 days. The maximum retention allowed for a case is 3,650 days (10 years).
- For recycle bins, the days until deletion is shown. Days until deletion determines how many days each interaction remains in the recycle bin before it is eligible for deletion from the system. The default days until deletion is 30 days. The maximum days until deletion allowed for a case is 3,650 days (10 years).
Last modified: Displays the user who last changed the case and date and time when the change occurred.

Legal Hold cases

You can create cases with a legal hold status. See the related topics section to learn more about the Legal Hold feature.

System-defined cases for replay approval

For organizations using the replay approval feature, Risk Management provides two system-defined cases. To see the system-defined cases, your role must be configured for replay approval in User Management Module that an administrator uses to create a profile for each employee in their organization..

My Requests

Provided only when your role has the Replay Without Authorization privilege turned off. By default, all roles have this privilege enabled. If you see this case, you must obtain approval to replay interaction media.
Pending Replay Requests

Provided only when your role has the Replay Approver privilege turned on. By default, no roles have this privilege enabled. If you see this case, you are an approver (typically the compliance team).