Case Purge/Copy Utility

The Case Purge/Copy Utility allows you to either copy case data to an external Emplifi Agent database or delete case data from the current Emplifi Agent database. Before running this utility, you should apply the appropriate filters to ensure that only the intended cases are copied or purged.

For more information, refer to: Filters in Emplifi Agent.

Case Copy is supported only for on-premise customers. This functionality is not available in cloud environments and is in the process of being removed from the utility.

Accessing the utility

From the Application Function Bar, select Utilities -> Case Purge/Copy. The Case Purge/Copy Utility screen is displayed.

Utility options

The following options are available in the Case Purge/Copy Utility:

Field	Description
Mode	Select the operating mode: Case Copy: Copies records to the target database. Case Purge: Removes records from the current database (bulk delete).
Target Database	Note: Available only when Case Copy mode is selected. Choose Training or Sandbox as the target database. These options appear only if they are configured in the Emplifi.config file.
Method	Select how the utility runs: Test: Runs a simulation and writes the results to the log file. No database changes are made while in test mode. Run: Executes the utility and applies the selected changes to the database. You must run the utility in Test mode before the Run option becomes available.
Address Option	Defines how address records are handled during copy or purge operations: Include Address: Case Copy: Copies address records associated with the selected cases. Case Purge: Deletes address records if they are not associated with any other cases. Ignore Address: Does not copy or purge address records.
Case ID / Thru	Enter a range of case IDs to be copied or purged.
Status	Choose which cases to include: Closed Open Both (Open and Closed)
Time Frame	Select a time frame for the data selection. For details, refer to: 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	Available only in Case Purge mode. Select this option to delete letters associated with the case.
Delete Associated Case Attachments	Available only in Case Purge mode. Select this option to delete attachments associated with the case.
Results Language	Select the results language for the utility. For more information, refer to the Results Language section in Utilities Overview.
Address Type	Only address records with address type codes specified here are included in the purge. All other address records associated with the case are ignored. Click Add to include additional address type codes. Click Delete to remove an address type code.

Best practices

Below are some best practices when using the Case Purge/Copy Utility:

• Always run the utility in Test mode first to verify that the correct cases are selected.

• Schedule the utility to run in the background when possible.

• Ensure that a case ID range or date range is specified, even when running in Test mode.

• Limit purge operations to 30,000 records or fewer per run.

• Use Case Copy to move production data to training environments in small batches.

Managing case deletions

The Case Purge/Copy Utility is also useful for monitoring and controlling case deletions by agents. Instead of allowing agents to delete cases directly:

• Update security settings to prevent case deletion for all users.

• Create a case-level Status indicating that a case has been requested for deletion.

• Create a report that allows a supervisor to review cases marked for deletion.

• Manually run the utility or schedule it to run after the review is completed.

If the utility is scheduled, ensure that the review occurs before the scheduled execution. Otherwise, the records will be purged automatically.

Filtering considerations

Whenever possible, use case-level fields as filters. For example:

A case contains two issues:

• A Praise issue, eligible for purge after two years

• A Complaint issue, eligible for purge after five years

If the utility is run with a filter targeting Praise issues older than two years, the entire case will be deleted, including the Complaint issue, even though it has not met its retention requirement.

Recommended approach

If data retention rules require issue-based logic:

• Use the Action Processor to set a case-level field indicating purge eligibility:

  • Assign a value of 2 for Praise issues

  • Assign a value of 5 for Complaint issues

• Use migration priority rules to ensure that a value of 2 does not overwrite 5

• Configure the utility to purge:

  • Cases with a value of 2 older than two years, or

  • Cases with a value of 5 older than five years

This approach simplifies filtering and ensures compliance with data retention requirements.