Add a case or a recycle bin

Use 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. to create private cases In Risk Management, use cases to group interactionss according to the needs of the enterprise. Interactions can reside in multiple cases simultaneously., accessible only by you. Users with the 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 access Assignment Manager Interactions application that allows administrators to define user access permissions and scope of the Interactions and Analytics applications. can make a case public by assigning it to other users.

You can also create private cases when copying interactions from search results or between cases. However, these alternate methods of case creation do not apply to recycle bins.

Before you begin

After creating cases, the only properties you can change are:

The Legal Hold status of a case
The Days until deletion for 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.

Procedure

Go to Risk Management. Under Analyze, select Cases.
From the left pane, expand the Cases drop-down list and then click Create.
From the Create a new case dialog box, select one of the following case types:
- Case: Select this option to create any type of case except for a recycle bin.
- Recycle Bin: Select this option to create a recycle bin.
If you are creating a case, complete the following properties:
- Name: Provide a unique name for your case. A name of up to 255 alphanumeric characters is required.
- Description: Enter any text that describes the function of the case. For example, "Retain pending regulatory decision". A description of up to 255 alphanumeric characters is optional.
- Legal hold: Select to create a legal hold case. 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. added to a legal hold case cannot be deleted from the system.
- If you have permission to place cases under legal hold:
  - To create a legal holdcase, select Legal hold.
  - To create a case without legal hold, clear Legal hold.
- 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, 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. is removed from the case automatically.
  - Default: 30 days
  - Minimum: 1 day
  - Maximum: 3,650 days (10 years)
If you are creating a recycle bin, complete the following properties:
- Name: Provide a unique name for your recycle bin. A name of up to 255 alphanumeric characters is required.
- Description: Enter any text that describes the function of the recycle bin. For example, "Delete per GDPR request". A description of up to 255 alphanumeric characters is optional.
- Days until deletion: Define how many days interactions remain in the recycle bin. After the specified number of days from the creation of the recycle bin, the system deletes all interactions that the recycle bin contains.
  - Default value: 30 days
  - Maximum value: 3,650 days (10 years)
To complete the creation of the case or recycle bin, click OK.

After case creation, Risk Management does not automatically select the new case. Your existing case remains selected.