Case Purge/Copy Utility
The Case Purge/Copy Utility allows you to copy data to an external Emplifi Agent database or delete data from the current Emplifi Agent database. You should specify the appropriate filters before running this utility to narrow down the exact cases to copy or purge. For more information, see Filters in Emplifi Agent.
To access this utility:
From the Application Function Bar, select Utilities > Case Purge/Copy. The Case Purge/Copy Utility will display.
Utility Options
The following options are available for this utility:
Field | Description |
|---|---|
Mode | Select the operating mode for the utility from these options:
|
Target Database | When the Case Copy mode is selected, choose either "Training" or "Sandbox" for the target database. These options only display if they are configured in the Emplifi.config file. Refer to the Case Purge/Copy Database Configuration Guide for more information. |
Method | Select the Results method for the utility from these options:
|
Address Option | This option determines how address records are handled during the copy or purge process:
|
Case ID / Thru | Enter a range of case IDs to be copied or purged. |
Status | Select whether you want to include cases whose status is Closed, Open, or Both (Open and Closed). |
Time Frame | Select a time frame for the data selection. For details, see Time Frames and Dates on Reports and Utilities. |
From Date / Thru | Enter the date range for processing. You can either enter specific dates or relative time periods. |
Delete Associated Case Letters | This field is only available when Mode is set to "Case Purge". Select this check box to delete the associated letters on the case. |
Delete Associated Case Attachments | This field is only available when Mode is set to "Case Purge". Select this check box to delete the associated attachments on the case. |
Results Language | Select the results language for the utility. For more information, see the Results Language section on page Utilities Overview. |
Address Type | Only addresses with an address type code matching those defined here will be included in the purge. All other addresses associated with the case are ignored. Click the Add button to include additional address type codes. If you need to delete an address type code, click Delete next to the code. |
Best Practices
Below are some best practices when using the Case Purge/Copy Utility:
Always run the utility in Test mode to verify the correct cases will be copied or purged.
Before running, make sure you enter a case ID or data range, even in Test mode.
Case Copy is a suggested method of getting data from production to training in small batches.
This utility is a useful tool in monitoring case deletes by agents. Instead of allowing agents to delete cases, do the following:
Change the security for all users to prevent case deletes.
Create a "Status" on the case level that indicates the case has been requested for deletion.
Create a report so that a supervisor can review the cases to be deleted before they are actually purged.
Either manually run this utility or schedule it to run. If scheduled, the review has to happen before the scheduled event runs or the records will be purged.
Always attempt to use case fields as filters. Here's an example:
Case 123 has two issues: one with a praise which is set to be purged after two years, and one with a complaint which is set to be purged after five years. The utility is run with a filter that has reasons in the Praise folder and is over two years old. Since the utility is purging cases, the entire case will be deleted even though it has a complaint as the second issue.
If the data retention rules require issue-based input, use the Action Processor to "status" the case for deletion. In this case, an Action Processor can be set up to migrate a "2" to a case category when it is a praise and a "5" to that same field when a complaint. Using the priority rules built in to migrations, you can ensure that a "2" will not overwrite a "5" (see the category specific field on category codes for more information). Then, this utility can simply look for cases that have a "2" and are over two years old, or a "5" and over five years old - making the filter much easier.