Documentation:IW:Help:Case Data:DRAFT

Case Data

The Case Data (attached data) view provides information about an interaction—for example, an account number or type of service. Your system administrator configures which attached data is displayed.

The following are examples of the type of critical information that the Case Data view provides about the active interaction:

• Contact name
• Contact type
• Call type
• Account information
• Subject

The Case Data view is part of the Interaction view and the History tab of the Contact Directory view.

Hyperlinks

Some Case Data might be a URL (website address). If you are configured to preview the URL target, you can place your mouse pointer over the URL to display a preview of the target. You might also be configured to click active URLs in the Case Data to open the target in the interaction window. A URL might be displayed as the title of the web page, as an anchor, or as a URL. If the URL is active, it is displayed as blue text.

Editing Case Data or Adding Missing Fields

You might be allowed to edit one or more entries in the case-data area. Any field that can be edited displays a Pencil icon when you place your mouse pointer over it. Click the field to edit the content. Press the Enter key or click away from the field to commit your change.

Sometimes, not all of the case data is available. There might be fields missing. If you are allowed to add missing fields, the Add Field (link=) button is displayed in the Case Data toolbar.

1. Click Add Field to display a drop-down list of fields.
2. Select a missing field to display the field in the Case Data view. You can edit the added field.
3. Enter the missing Case Data. For certain types of data, what you enter might be restricted to a certain number of characters or certain types and combinations of characters. For example, if you have to enter a credit card number, then the field might only allow certain numbers for a particular type of credit card.
   
   If one of the characters that you type is invalid or the maximum number of characters that is allowed is reached, then nothing will be entered in the text field.
   
   If what you have typed does not match what Workspace is expecting you to enter, an error icon appears to warn you that you must check what you have entered and correct it.
   
   
   Important

   If you do not correct incorrectly formatted entries before you attempt to mark done, transfer, move the interaction to a workbin, or any other action that transfers ownership of the interaction, a warning message is displayed asking you to either discard your changes or proceed with the action. If you cancel your action, you can correct the entry.

   If what you have entered is correct, then do one of the following actions:

   • Press Enter to add the Case Data to the case information for the interaction.
   • Click X to remove the field.