Case Listing Report

The Case Listing report lists detailed information about selected cases within your system. Data from any part of the case can be reported, including addresses, issues, and text entries. Data can be grouped or sorted as desired. You can filter the results by a specific representative, then save it as a favorite. This allows a representative to view their specific case information from the Work Items menu or Case Listing widget.

As with the other listing reports, the Web Page view option allows you to sort on the results page by clicking the column header, or to open the case by double-clicking a row.

When you click a column to sort the Listing reports, the view refreshes and places the focus on the first record at the top of the report. To view a particular record, you will need to scroll to that record.

To access the Case Listing Report:

From the Application Function Bar, select Reports > Reports Admin > Case Reports > Case Listing Report.

Report Options

The following options are available for this report:

Field	Description
View As	Select the output type of the report. For more information, see Report Output Types.
Report Title	Enter a title that will appear at the top of the report.
Excel File Name	Enter a name for the Excel file that will contain report results.
Overwrite File	Select this check box to replace an Excel file of the same file name with new results.
Excel Sheet Name	Enter a name of the Excel sheet that will contain report results.
Overwrite Sheet	Select this check box to replace an Excel sheet of the same sheet name with new results.
Select Type	If you would like the report to include only rows with unique values, select the "Distinct" option. Otherwise, leave it set to the default of "Select."
Export date time in sortable format in Excel	Select this check box to enable dates to be sortable in Excel.

Report Format

Field

Description

Case Detail Format

Select “None” (default) to produce a “listing” style report based on the specific Columns and Filters.

Selecting a format here will produce one HTML file that contains details for all selected cases (using specified Filters).

The available formats are Standard Letter definitions where Letter Type = ‘Form'. This is the same list/mechanism used by the Case - Print Form function.

Generate Details Only

Check this box if you do not want to generate the standard listing output as well as the Case Detail Format.

Table Joins

The following Table Joins options are available for this report:

Field	Description
Address Join	Select one of the following options to determine which addresses appear on the report: Caller (Required, if Referenced) shows cases only if the caller has an address included. if Referenced = if an address code is referenced in at least one column or filter. Caller (Optional) shows all cases, whether the caller's address is listed in Emplifi Agent or not. Other Address shows addresses tracked on the Others tab. Based on Case Address Role shows cases only based on the address role of the case.
Issue/Text Join	Select one of the following options to determine whether text and issue data will be linked on the report: Any Issue, Any Text (no join) reports on all issues and all text without needing one to report on the other. Use this option if text does not need to be linked to a particular issue. Issue and Text Both (equi-join) refers to a mutual link. An issue must have associated text to appear on the report. Similarly, text must belong to an issue in order to appear on the report. Issue with Optional Text (outer join Text) reports all issues, whether they have text associated with them. Text not related to an issue will not be displayed. Text with Optional Issue (outer join Issue) reports all text, whether the text is associated with an issue. Issues not related to text will not be displayed.
Issue/Enclosure Join	Select an option to determine whether issue and enclosure data will be linked on the report. If you are not using both issue and enclosure data on the report, use the default value (Any Issue, Any Enc Req).
Action Join	This setting determines how information related to actions will be included in the report. To Case (if referenced): If a field related to actions is referenced anywhere in the report (counter, filters, columns, etc.), the action information is included along with the case information, ignoring any relationship to specific issues. If there are multiple actions and issues on a single case, a cross product will result, with the possibility of many duplicate rows and counts. For example, a case with four issues and three actions will create 12 rows. To Issue (equi-inner-join): Action information is linked to issue information based on the Issue Seq field on the action. This happens no matter what other report options are specified. Data will only be listed and counted if there are both actions and issues on a case, and the action points to an issue that is still present (i.e. has not been deleted). No duplicate counting will occur from using this setting. This setting should only be used when attempting to filter or report on action data that ties to a specific issue.

Report Output

The following output options are available for this report:

Field	Description
Results Language	Select the results language for the report. For more information, see the Results Language section on page Reports Overview.
Time Zone	Select the time zone to use when processing the report. This indicates the time zone to use when using dates on filters and displaying dates. By default, the dates will reflect the time zone of the agent. 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.
Report Date Format	Select the format to use when displaying dates on the report. Choose from: Blank or Use Date Format of Agent/System - first checks the agent's date format (set in the User Options) and if not defined it uses the system date format (set in the System Parameters). yyyy-MM-dd dd-MMM-yyyy dd/MM/yyyy MM/dd/yyyy
Report Time Format	Select the format to use when displaying time on the report. Choose from: Blank or Use Time Format of Agent/System - first checks the agent's time format (set in the User Options) and if not defined it uses the system time format (set in the System Parameters). Do not show Time HH:mm:ss (24hr) HH:mm (24hr) hh:mmAM/PM h:mmAM/PM

Report Columns

For information, see Report Columns.

Report Filters

The Case Listing Report filters can be set up to show case information for specific representatives.

To set up the filters for representatives:

Select the Assigned To Rep, Initial Rep, or Responsible Rep category.
Choose the "=" or "IN" operator.
Select a representative's ID as the value.
Save as a Favorite. For details, see Favorites Overview.

When the representative signs into Emplifi Agent and opens the favorite, the cases they are responsible for will be listed on the report.

For additional information on filters, see Filters in Emplifi Agent.

Scheduled Reports

When a Case Listing report is run as a favorite using the Event Requestor, the system takes into account the new options. If the Case Detail Format is not defined or is set to None, then the report executes as a case listing report in the format (Web Page, Excel, PDF, Word, XML) defined on the schedule. If the Case Detail Format is defined and the Generate Details Only check box is not selected on the favorite when the report executes on the Event Requestor, the recipients will receive two reports in the message. One being the Case Listing Report in the format selected (Web Page, Excel, PDF, Word, XML) and the other being an .htm file of the letter based on the data in the Case Listing Report. If the Case Detail Format is defined and the Generate Details Only check box is selected, then only the .htm of the letter is included in the message and the Case Listing Report is not delivered to the recipients. The output of the letter will always be .htm, the format cannot be changed to any other output type.

If this report is being configured to create a large data set on a regular basis, the https://emplifi-docs.atlassian.net/wiki/x/CwBdEg will likely be a better option as it was designed to more efficiently handle large data sets.

Case Processing

The Case Listing Report must include the case ID column before the system can prep the letter. When prepping the letter the system will use the case ID to prepare the letter. All other information from the case listing will not be used. If the case listing filters out specific issues but the letter repeats on all issues the letter will contain information on all issues. There is no method that will allow only specific case information to be included in the letter outside of standard letter processing features (special include options that all usage of data elements such as Case Text Type). If the repeat table on the paragraphs are set to none, then the first occurrence of the table is used (for example, the first issue if using issue data). One letter is created for each row of the case listing. If the case listing results repeats the case ID on different rows, the letter is created for the case two times with each letter being exactly the same.

Running the Report Based on Address Roles

To run the Case Listing report for a specified address role, which displays all cases that meet the report criteria but only shows the address data for the case address roles that are specified on the Columns view, complete the following:

Define your Case Address Role (BFB) category and codes. This category allows you to define how your addresses relate to the case to which they are associated.
Update the following layouts by adding the case_address_role category:
- CaseEditCaseEdit
- CaseEditOtherAddressEdit1 (select the case_address_role from Other Address)
- SearchCaseAddress
After each layout has been updated, click the Generate Current Layout button.
Manually add the case_address_role to the CaseListingReportSelections layout (which adds the Case Address Role column to the Columns view on the Case Listing report) in the LayoutList.xml. The layout must be a Custom layout. For assistance, contact Emplifi Support via https://customercenter.astutesolutions.com/CustomerPortal/# or directly at 614-508-6150.
Code to add to the layout
- Add the following to the bottom of the layout file:
  <STDLogic Type="STDInsert" Element="Case" Attribute="case_address_role" Name="ListElement" METADynamicName="{METADynamicName}" METAColumnType="Input"/>
Enter cases with Case Address Role assigned for all addresses and other addresses.
Run the Case Listing report with the following:
1. Add the necessary columns for the data that you want to view.
2. In the Case Address Role column of the Columns view, for each address column, enter the name of the role to filter the results. You can add multiple columns for each address category for each role you want to add to the report. The address fields will only show data if they match a Case Address Role defined on the Columns view.
3. Add the necessary filters for the data that you want to view.
4. Add a filter for the Case Address Role.