Merge Cases
Occasionally you may begin entering information on a new case and later realize that a case already exists for the same caller and issue. Emplifi Agent includes a Case Merge feature that allows you to merge information from one case into another.
Before performing a merge, it is important to understand the following terms:
Source Case: The case from which data is copied.
Destination Case: The case that receives the copied data.
The merge feature can be used at almost any time during the lifecycle of a case. It is most effective when one of the cases is new and contains limited information, such as during or shortly after the initial interaction.
Not all data can be transferred during a merge. A case that has sent letters or has picked enclosures cannot be used as the source case.
There are two common situations in which a merge is performed.
Known source and destination case
In some cases, the agent already knows the case ID for both the source case and the destination case.
Example:
A consumer sends an email that automatically creates a case. The same consumer later calls the contact center to discuss the issue but does not mention the original email. If the agent begins entering a new case, the two cases can be merged once the agent learns the original case number.
Known source case but unknown destination case
In other situations, the agent knows the current case but does not know whether another case already exists.
Example:
A consumer calls with a complaint and tells the agent that they called the previous day with the same issue but cannot remember the case number. In this situation, the agent can search for a possible duplicate case.
Merging to a known case
If you know the case ID for both the source and destination cases, follow the steps below:
Open the source case.
In the Application menu, click Merge Case.
Select the destination case by doing one of the following:
Enter the value in the Merge to Case ID box.
Click the Merge to Case ID arrow to see recently viewed cases. Then, select a case from the list.
Click Merge.
If the case ID is valid, the Case Merge window opens and allows you to select the merge options.
Merge Case Options
After selecting both the source and destination cases, the Case Merge Options window appears.
This window shows the case IDs for the source and destination cases and allows you to select which information to copy.
The available data is grouped into three sections:
Addresses
Text
Attachments
Merge data
Addresses
The Addresses section displays all addresses associated with the source case.
Addresses are not listed if any of the following conditions are true:
The caller address already exists as the caller on the destination case.
The Other address already exists on the destination case.
The address has not been saved or resolved through an address search.
For each address, you can choose to copy it to the destination case as either:
Caller address
Other address
If you set a source address as the caller address and the destination case already has a caller address, the existing caller address is moved to the Other address list.
Other addresses can optionally be associated with a specific issue on the destination case.
Text
You can copy text entries from the source case to the destination case.
You can either:
Select individual entries to copy
Select Merge in the header to copy all text entries
Text entries can also be associated with an issue on the destination case.
Attachments
Attachments from the source case can also be copied to the destination case.
You can:
Select individual attachments
Select Merge in the header to copy all attachments
If the cases contain Emplifi Agent Interaction recordings, select Merge Interactions to copy those recordings.
Performing a merge
After selecting the information to copy from the source case, perform the merge:
Click Merge at the bottom of the window.
The system copies the selected data to the destination case.
When the merge is complete:
The source case window closes.
Any unsaved changes on the source case are discarded.
The destination case opens so you can continue working on it.
If your system administrator configured actions for case merges, those actions are automatically posted to the source case, the destination case, or both.
Case merge notifications
When two cases are merged, Emplifi Agent automatically sends a notification to the Care team. This notification informs the appropriate team members that a merge has occurred.
The notification is triggered automatically after the merge is successfully completed. No additional action is required from the agent performing the merge.
Notifications are sent regardless of whether the merge was initiated using a known case ID or through a duplicate case search.
Finding duplicate cases
If you do not know the case ID of the case that may need to be merged, you can search for possible duplicate cases.
Duplicate case searches function similarly to an address search. For details, refer to Addresses - Getting Started.
To run a duplicate case search:
Open the source case.
From the Application menu, select Duplicate Case Search. A search window appears and displays cases that match the entered information.
If a matching case is found:
Select Merge from the results window.
The Case Merge Options window opens so you can select merge options.
If no matching case is found:
Click Next Rule to run the next search rule.
Continue until a matching case is found or no additional rules remain.
Merging cases
Refer to the video below to learn how to merge cases.
https://player.vimeo.com/video/552128830?