Actions

Overview

Actions provide a consistent and automated way to perform workflow-specific functions on a case.

The following are some common uses of actions:

• Transferring ownership of a case or an issue to another user

• Transferring a case or an issue into a queue

• Accepting a transferred case

• Scheduling a follow-up call

• Logging a follow-up call

• Marking the status of a case as being "closed"

• Initiating a notification

The process of adding an action to a case is called "posting an action."

Some actions you initiate manually, and at other times you are prompted by the system to perform a specific action (also called a "suggested action"). Certain actions post automatically as the result of some other function that has been performed.

Pending Actions

A pending action is any action that has been posted to a case, but another action is required in order to complete it.

Certain types of actions are expected to be posted in pairs. The first action indicates the start of an activity and the second action indicates the completion of the activity.

The following are the two most common types of action pairs:

• Transfer / Complete Transfer

• Schedule / Complete Schedule

Pending Actions on Case Open

Each time you open a case, the system checks to see if there are any pending actions on the case. One of the following three things can occur:

• If there are no pending actions, the case opens or closes normally.

• If there is a single pending action, the system asks you if you want to complete the action. If you click Complete, the system will automatically post the action.

• If there are two or more pending actions, the system notifies you of the exact number. You are also presented with the option of completing all pending actions or viewing the complete list of actions. If you click Complete All, the system will automatically post the actions.

If an action fails to post after clicking Complete All, the agent will receive a message and the remaining actions must be posted manually. The message will state which action did not post. The following is an example of the message: Case cannot be saved. Action "Transfer Issue" and subsequent actions could not be completed.

Pending Actions on Case Close

When you close a case, the system checks to see if there are any pending actions on the case. One of the following can occur:

• If there are no pending actions, the case closes normally.

• If there are one or more pending actions, the system notifies you of the exact number. You are also presented with the option of completing the all pending actions or viewing the complete list of actions. If you click Complete All, the system displays the Post Action window and the appropriate pending action is automatically selected.

If an action fails to post after clicking Complete All, the agent will receive a message and the remaining actions must be posted manually. The message will state which action did not post. The following is an example of the message: Case cannot be saved. Action "Transfer Issue" and subsequent actions could not be completed.

Completing a Pending Action

There are a couple ways to complete a Pending Action in Emplifi Agent.

• While editing the case:

  1. Open the Actions section.

  2. Click the check mark next to the action you want to complete.

  3. From the Actions section menu, click the Complete Action button.

OR

• From the Pending Actions page:

  1. From the Home Page, click Work Items > Pending Actions. This page shows a list of pending actions and their properties. For a description of the columns, see Pending Actions View.

  2. From the list that displays, locate the action you want to complete and click the Issue button to open the case that corresponds to that action.

  3. The case opens and the Post Action dialog displays. All fields are automatically filled in to complete the action.

  4. Click Post Action to complete the action.

Posting an Action on a Case

You can initiate some actions manually but other times you are prompted by the system to perform a specific action (also called a "suggested action"). Certain actions post automatically as the result of some other function that you performed.

To manually post a new action to a case:

1. Click Add Item, then select Action.

   OR

   Press [Ctrl+I], then press [A].

2. In the dialog box, select the action type. The system allows you to browse for the type of action you want to perform.

3. If the action should be related to a specific issue, select the appropriate issue number in the Issue field.

4. Enter any additional information into the Action window, including any text notes. If you enter notes, they are added as a new text entry on the case.

5. Click Post Action or use the shortcut [Ctrl+S].

The fields on the Post Action window may vary depending on the action type that you select. If you have any questions about specific fields on this window, you should contact your Emplifi Agent Administrator.

When posting an action, if the agent's email address is not licensed to send email with Graph, the system will attempt to send the email using the Graph Mailbox email address as the "from" address instead.

Duplicate Actions

If there is a duplicate action, when you click Post Action, the system displays a warning that there is a pending action of the same type already posted against the case or issue. You can either continue to post the new action or cancel the post operation.

For example, this feature would prevent someone from transferring the same action to two different users.

Mandatory Fields

Sometimes posting an action may result in certain data on the case becoming mandatory. If this happens, a message displays that requests that you enter specified fields on the case. Additionally, you cannot close the Case window until the required information has been entered.

Post Action Fields

The following are fields that display in the Post Action window:

Working with Actions

The following video will guide you through working with actions.

https://player.vimeo.com/video/552129609?