The context-sensitive help for the Emplifi Agent training environment now goes to our new (Training) documentation site.

After v12.2 GA, the context-sensitive help for the Emplifi Agent production environment will go to our new (Production) documentation site.

Because of the above, this site is no longer updated and will be deprecated after the release of v12.2 GA.

Actions Administration Overview

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

Actions are the building blocks for creating, managing, and monitoring workflow throughout Emplifi Agent. By using actions and workflow management, you can reduce agent workload, create automated processes, and ensure that processes are enforced. By combining actions with other product features such as the Action Processor, Notifier, Suggested Actions, and queue processing, an entire workflow can be automated.

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 communication with a customer.
Marking the status of a case or issue as being "closed."
Initiating a notification.
Setting the configurable "Special Case Status" and "Special Issue Status" in order to help manage the workflow of cases.
Posting an “electronic signature” to change the state of a case.