User Guide

About Cases 49
About Cases
A case is used to group activities related to the same issue. Activities are tied to a case using a single
identification number, the Case ID. A single case can contain activities of various channels such as email, chat,
phone, and tasks.
A case is in one of two states: open or closed. If the case contains any open activities, then the status of the case
remains open. When all the activities held within a case are completed, the case is closed.
A closed case is reopened when a new activity is associated with it. For example, if an agent creates a new
activity using a closed case number, the system automatically reopens the case. It can also be reopened using the
workflow. A case can be configured to reopen automatically when a customer sends an email with the closed
case number in the subject line of the email. You cannot reopen cases manually.
For each Callback and Delayed Callback activity, the application creates a new activity and a new case for that
activity. This case is closed automatically when the application gets a message from Unified CCE that the
outgoing call was placed successfully.
Viewing Case Information
To view case information:
1. In the Information pane, go to the Case section in the Information pane.
2. In the Case section, view the properties of the case, the list of activities associated with the case, and related
cases, if there are any.
View case details
Printing Case Information
To print case information:
1. In the Information pane, go to the Case section.
2. In the Case section, click the Print button.