Action Processor
The Action Processor utility can be used to perform the same action on a large number of cases. Rather than having to open each individual case to post the action, you can set up the options on the Action Processor and it will post the action to the entire group of cases.
Be sure to specify appropriate filters before running this utility. For more information, see Filters in Emplifi Agent.
To access the Action Processor Utility:
From the Application Function Bar, select Utilities > Case Utilities > Action Processor Utility.
Options Tab
The following options are available for this utility. Note that the Action Type Code and Refer to Rep fields repeat; this allows you to post up to two actions at a time.
Field | Description |
|---|---|
Mode | Select Test to run in a test mode instead of actually posting the actions to the cases. The log file shows all cases that the actions would be applied to if you actually ran the utility in Update mode. This allows you to see the number of cases and which cases the utility will be updating, based on the criteria selected. Select Update to apply the actions. If the field is left blank, then the utility is run in Update mode. |
Max Action Posts | Enter a number to stop the utility once the number of cases or issues (if action being posted is issue based) has been reached. It does not count the number of actions but the number of cases or issues, this way if two actions are being posted both will be posted to the case or issue not just one. Leaving it blank will not set a limit, setting to 0 will not allow any actions to be posted. The number entered is dependent on the number of cases and issues you expect the criteria to find and the maximum number of case and issues that you want to have changed by the Action Processor. |
First (and Second) Action
Field | Description |
|---|---|
Action Type Code (First and Second Actions) | Enter the action to be posted to the specified cases or issues (based on the filter criteria). |
Refer to Rep (First and Second Actions) | Enter the user code that will be recorded as the recipient of the action (only applicable to transfer action types). |
Results Language | Select the results language for the utility. For more information, see the Results Language section on page Utilities Overview. |
Time Zone | Select the time zone to use when processing the utility. This indicates the time zone to use when using dates on filters and displaying dates. If this field is blank, the dates will reflect the Time Zone of the User. For Category Dates, only the System Date Time is updated for the time zone (Type J), all the other Dates are shown as stored in the database. |
Set Case Codes
Categories and codes can be specified for Case (B), Address (A), Issue (C) and Action (D) codes to be set. These apply to cases found by the filters and are applied after the Second Action is posted (or First action if only the one is defined). The Action (D) codes are applied to both Actions prior to posting and behave as if a user entered the values. Address (A) codes only apply if there is a Caller on the Case. Issue (C) codes only apply if either Action is Issue related. Other Categories are ignored, even though they can be specified in the view section.
Click the New Case Code button. A new Set Case Codes row is added. The following fields are defined:
Column | Description |
|---|---|
Category | Select the category on the cases that you want to update. |
CID | Displays the category ID of the selected category. |
Code | Select the Category Code to enter on the case in the Category field you selected. |
Migrations of code values defined within the application sections are not applied to the values being set, dependency and limits are applied the next time the case is opened. For more information, see Application Setup Overview.
Select
This tab shows the list of cases that will be run for the particular action. In this view, agents can select individual cases to be run.
Click Select All Cases to select every case on the list. Click Unselect All Cases to clear every case on the list. Once you have selected or cleared the entire list, you can select or deselect individual cases.
Utility Filters
For information, see Filters in Emplifi Agent.
Additional Information for Actions Posted by the Utility
If a D-code value is assigned a default value on the definition, that value will be copied to the corresponding Case code (A, B, or C) when the action is executed.
Code migrations, suggested migrations, suggested letters, and suggested enclosures that are based on Case-based codes (B or C) do not execute when the B or C code is set by a D-code migration.
Case-based codes that become mandatory based on another Case based code that was set by a D-code migration will be enforced if the Case is accessed. However the system will not force the values to be filled in from the utility.
Suggested Actions will not execute if the Case-based code is set from a D-code migration. If the Case is accessed, the system will process any suggested action on dismissal of the Case.
Case-based codes that are limited by other Case-based codes or are dependent on other Case-based codes will enforce the rule if the Case is accessed on browsing. However, existing values will not be updated, which may cause an invalid value in the code that is dependent on a code that was set from a D-code migration.