Copy interactions to a case

You can copy interactions to an existing case or to a new case that is accessible only by you. If you copy one or more interactions into a case under Legal Hold, the interactions cannot be deleted from the system whether performed manually or through automated means.

In addition to manually adding interactions to a case, you can use the Project Rules Manager Component that allows you to define rules, according to which the system performs specific actions. and Recorder Analytics Rules to populate cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously.. See the related information section to learn more.

Before you begin

This task does not apply to adding interactions to a 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..
Do one of the following:
- Search for interactions with parameters that return results.
- Access a case that contains at least one 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..

Procedure

Select one or more interactions in the list of interactions.
From the toolbar above the list, click copy interaction to case .

To use an existing case:
1. Select Existing Case.
2. From Name, select the destination case for your selection.
To create a new case:
1. Select New case.
2. Provide a Name and a Description. The name must be unique and is required.
  
  Cases you create in 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. always have a Private access level, which means only you can use the case. To grant access to more employees, use Assignment Manager Interactions application that allows administrators to define user access permissions and scope of the Interactions and Analytics applications. or contact The entire communication experience for a customer, from beginning to end. your administrator.
3. If you have permission to place cases under legal hold:
  - To create a legal hold case, select Legal hold. While in a legal holdcase, interactions cannot be deleted from the system.
  - To create a case without legal hold, clear Legal hold.
4. If you do not have permission to place cases under legal hold or if you are creating a case without legal hold, define the Retention period for the case. After the specified number of days, the interactions in the case are deleted automatically.
  - Default value: 180 days
  - Maximum value: 3,650 days (10 years)

Click Copy.