Skip to main content
Skip table of contents

Case Review Utility

The Case Review Utility allows a manager or another person with appropriate permissions to review cases. To use this utility, the user must specify the template and filters to determine which cases to review. After running the utility, the Results view will show all the appropriate cases. From there, the user can review a case, open a case in a new tab, and make any necessary edits to the case.

This utility can be saved as a Favorite, but cannot be scheduled. It must be run manually.

To access this utility:

  • From the Application Function Bar, select Utilities > Case Utilities > Case Review Utility. The Case Review Utility Options page will display.

Utility Options

The following options are available for this utility:

Field

Description

Template File

Select an existing HTML template from the drop-down list. Or, click the Upload button to upload a template file to the Standard Letters folder.

To upload a file:

  1. Click the Upload button and the Select File to Upload window will display.

  2. Click Select File to choose a file from your computer.

  3. The Upload to Folder field is for display only and is set to the Standard Letters folder.

  4. Click OK.

Set Proofed To

Allows you to set the default Proofed status for all the case records being reviewed. This only impacts case letters that have not been sent. Choose from "Proofed", "Not Proofed", or "Pending Correction". The default is "No Change".

When you run the utility, the Results view will show all the cases that meet the criteria. You can edit a case letter or change the Proofed status for each case. You must click Save to apply the changes to the case.

Max Number of Rows

Enter the maximum number of rows for the results. You can enter any number up to 250 rows.

Display QA Scoring

Select this checkbox to show the Handing Score fields on the Results tab for cases under review.

(info) to Administrators: You may change the Handling Score field labels using category codes BH0 through BH9. For field labels to display, the category code for the case handling score must be active. For more information, see Category Definition.

Creating an HTML Template

To create an HTML template for a particular case layout, you will need to have a basic understanding of editing HTML files and using HTML tags.

Before you begin, decide which case sections you want to review. You will enter each section on your template. The template can include the following case sections:

  • Action

  • Issue

  • Address

  • CaseText

  • CaseAttachment

  • CaseEnclosure

  • Letter

  • OtherAddress

  • SurveyResult

  • Phone

  • IssueDetail

  • NotifierHistory

Creating a Loop

When you enter these sections on your template, you must create a "loop" so that each section repeats through all the selected records. To create a loop, you must include the following in the order listed:

  1. Two opening curly braces ( {{ ).

  2. The "begin-repeat" or "end-repeat" command.

  3. Section name.

  4. Two closing curly braces ( }} ).

Below is an example of a loop for the Letter section:

{{begin-repeat:Letter}}
{{end-repeat:Letter}}

Creating an Optional Section

You can also create an optional section that will appear if there is data for that section.

To display an optional section IF it exists on the case, you must include the following in the order listed:

  1. Two opening curly braces ( {{ ).

  2. The "begin-opt" or "end-opt" command.

  3. Section name.

  4. Two closing curly braces ( }} ).

Below is an example of the optional Letter section:

{{begin-opt:Letter}}
{{end-opt:Letter}}

Displaying Field Values

You can enter multiple field values within each section. To display a field value, you must include the following in the order listed:

  1. Two opening curly braces ( {{ ).

  2. Section name followed by a period (.), underscore (_), and dollar sign ($).

  3. Value name.

  4. Two closing curly braces ( }} ).

Below is an example of the Case Status field which is located on the Case section:

{{Case._$case_status}}

The field value for the letter text is "letterText". To view the case letter text, you must enter the following {{Letter._$letterText}}.

Example of a Template

The following is a sample template for the Case Review Utility. Most of the available case sections are shown. Each section, except for the Case and Issue sections, will only display if there is data available to show. For example, the Address section will not display in the results if there are no addresses on the case. Each section will loop (repeat) through all the selected records. For example, if there are multiple issues, then it will repeat through the issues until all the records are displayed.

(info) In the Issues section, the Reason tag is shown in red because it makes the template more useful when reviewing issues. In the Case Text section, the bold tag is useful for differentiating between the Text Types as you read through the text.

 

Case Info

Special Case Status: {{Case._$b03_code_desc}}

Origin: {{Case._$b05_code_desc}}

Received: {{Case._$received}}

Agent: {{Case._$responsible_user_code}}

 

Issues

{{begin-repeat:Issue}}Issue: {{Issue._$issue_seq}}

Assigned to: {{Issue._$assigned_to_user_code}}

Issue Status: {{Issue._$issue_status}}

Reason: {{Issue._$c05_code_desc}} ({{Issue._$c05_code}})

Product: {{Issue._$product_code_desc}}

Location: {{Issue._$c08_code}}

{{end-repeat:Issue}}

{{begin-opt:Address}}

 

Addresses

{{begin-repeat:Address}} {{Address._$address_type_code_desc}}

{{Address._$name_title}} {{Address._$given_names}} {{Address._$last_name}} {{Address._$suffix}} {{Address._$address1}} {{Address._$address2}} {{Address._$city}} {{Address._$state}} {{Address._$postal_code}}

{{Address._$email2}} {{Address._$email3}}

{{begin-repeat:Phone}}{{Phone._$phone}} {{end-repeat:Phone}}

{{end-repeat:Address}} {{end-opt:Address}} {{begin-opt:CaseText}}

 

Case Text

{{begin-repeat:CaseText}} {{CaseText._$text_type_code_desc}} ({{CaseText._$added_by_user_code}} {{CaseText._$date_added}})

{{CaseText._$case_text}}

{{end-repeat:CaseText}}

{{end-opt:CaseText}} {{begin-opt:Action}}

 

Actions

{{begin-repeat:Action}} {{Action._$action_date}} {{Action._$action_type_code_desc}} {{Action._$action_text}}

{{end-repeat:Action}}

{{end-opt:Action}} {{begin-opt:CaseAttachment}}

 

Attachments

{{begin-repeat:CaseAttachment}} {{CaseAttachment._$cas_case_id}} {{CaseAttachment._$description}} {{CaseAttachment._$filename}} {{end-repeat:CaseAttachment}}

{{end-opt:CaseAttachment}} {{begin-opt:SurveyResult}}

 

Surveys

{{begin-repeat:SurveyResult}} {{SurveyResult_$responded_date}} {{SurveyResult._$survey_report_code}} {{end-repeat:SurveyResult}}

{{end-opt:SurveyResult}}

{{begin-opt:CaseEnclosure}}

 

Enclosures

{{begin-repeat:CaseEnclosure}} {{CaseEnclosure._$quantity}} {{CaseEnclosure._$enclosure_code_desc}} {{end-repeat:CaseEnclosure}}

{{end-opt:CaseEnclosure}} {{begin-opt:Letter}}

 

Letters

{{begin-repeat:Letter}}

Letter: {{Letter._$standard_letter_id_desc}}

Proofed: {{Letter._$proofed}}

To: {{Letter._$email_to}} Subject: {{Letter._$email_subject}}

{{Letter._$letterText}}

{{end-repeat:Letter}}

{{end-opt:Letter}}

 

Notification History

{{begin-opt:NotifierHistory}}

{{begin-repeat:NotifierHistory}}

{{NotifierHistory._$history_seq}} {{NotifierHistory._$history_seq_sort}}

{{NotifierHistory._$date_occurred}} {{NotifierHistory._$date_occurred_sort}}

{{NotifierHistory._$user_code}}

{{NotifierHistory._$issue_seq}} {{NotifierHistory._$issue_seq_sort}}

{{NotifierHistory._$key_type}} {{NotifierHistory._$keyid1}} {{NotifierHistory._$keyid2}}

{{NotifierHistory._$history_value}}

{{end-repeat:NotifierHistory}}

{{end-opt:NotifierHistory}}

Filters Tab

For information, refer to Filters in Emplifi Agent.

Results Tab

The Results tab will show results are based on the template file and filters you selected. On the Results page, you can do the following:

  • Select the Case Folder button to minimize or maximize the case information.

  • Select the Edit Case in a New Window button to open the case in a new tab where you can edit the case directly.

  • Select the Post Action to Case button to open the Post Action window. This allows you to post an action for the case record.

  • If there is a case letter that has not been sent, enter the letter status in the Set Proofed To field. This field will default to the status entered on the Options view. You can change the status. However, your changes will not be applied until you click Save on the banner.

  • If Handling Scores are enabled, the fields will display in a row at the top of each case in the results. The field label names are assigned by your administrator (An administrator must set up handling score labels using category codes BH0 through BH9). You can assign a value to each field. The Overall field will show the sum of all the scores on the case.

After you make changes on the page, the Save button will become active on the banner. Clicking Save will only save the records on the page you are viewing. For example, let's say you have four pages of results. You make changes to the first page, then open the second page. You make changes to the second page and click Save. Then, only the changes on the first and second page are saved.

JavaScript errors detected

Please note, these errors can depend on your browser setup.

If this problem persists, please contact our support.

Contact Support Close