Help Center/ Cognitive Engagement Center/ User Guide/ Tenant Administrator Guide/ Managing Cases/ Case Handling/ Merging Cases

Updated on 2024-10-12 GMT+08:00

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Merging Cases

An agent can merge multiple cases of the same type to improve the work efficiency.

Procedure

Sign in to the AICC, choose Case 2.0 > Case Workbench, select cases of the same type from the Todo list, and click Merge.

Figure 1 Merge
After the merging is successful, a case is retained and a case track is generated.

A maximum of five cases can be merged at a time.

Parent topic: Case Handling

Previous topic: Viewing Cases Associated with a Customer

Next topic: Transferring a Case

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