Customizing the search results
When viewing interactions in search results, cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously., or folders, you can customize how 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. displays columns. Customization is available for which columns you see, the order of the columns, column widths, the column data used to sort interactions, and the order of the data sorted (ascending or descending). Column customization is separate for search results and for cases (or folders).