Question
Lloyds Banking Group
GB
Last activity: 4 Jun 2021 1:06 EDT
How to distinguish between Manually created case and a IVA case?
We have a requirement of generation reports of cases created manually and cases created through IVA. The CreateOparatorID updates as the operator id of the user creating the cases for both manual and IVA type of case creation. Any suggestions on how can I get the count of cases created through IVA and Manually?
Maantic Inc.
IN
If you are talking about Email IVA, then you should be able to find out all the IVA cases by checking whether emailCaseID is not null. If its created through email channel then it should have a value with ET-*
Lloyds Banking Group
GB
@Tanay Kumar BalThanks Tanay. How about IVA cases created through non-email channels? Can we distinguish these type of cases by any such property. Please let me know.
Maantic Inc.
IN
If you have multiple channels you can try with ReasonForInteraction property I guess in your interaction table. This is the only property which I noticed was exposed. Others like ChannelType or RestrictChannel is non-exposed.