Case Actions Case Details Page

Managing and Supporting CSR Cases 4-11 ■ Temporary Allow Active - If temporary allow is active, this field shows Yes; otherwise the field shows No. ■ Temporary Allow Expiration Date - When temporary allow is enabled; this field tells you when it expires. If temporary allow is 7 days, the expiry date is a week from today.

4.6 Viewing Case Activity

OAAM Admin maintains a unique log of every customer service action taken while working on a case. The log is available in the Logs tab of the Case Details page. Each log entry includes the Log ID, User ID of the CSR, create date, action, subaction, and notes. You can use this log while you are on the phone with a customer to view the case history. Figure 4–3 Logs Tab

4.6.1 Viewing the Case History

To view the case history:

1. From the Cases Search page, specify criteria in the Search Filter.

For information, see Section 4.4.1, Searching for Cases. 4-12 Oracle Fusion Middleware Administrators Guide for Oracle Adaptive Access Manager 2. Click the case number of the case you want. View the activity log for that case Figure 4–3 .

4.6.2 Searching the Log of a Case

To search the log of a case: 1. Display the log for the case you want to search, as described in Section 4.6.1, Viewing the Case History.

2. Enter the search criteria and click Search.

4.6.3 Viewing Escalated Case Logs and Notes

To view the log and notes of an escalated case:

1. In the Cases Search page, search by the case status and by other filters to locate

the case. For example, search for Agent cases for Alexs user name. For information, see Section 4.4.1, Searching for Cases. 2. Click the case number of the case you want. The Case Details page appears Figure 4–2 .

3. Click the Log tab.

The activity log for that case appears.

4. Enter the search criteria and click Search.

4.7 Viewing Customers Sessions

OAAM Admin maintains a history of a customers sessions. Each session entry includes the Session ID, authentication status, login time, Device ID, location, transactions, and alerts. Sessions information is available in the Sessions tab of the Case Details page. You can use the Sessions tab while you are on the phone with a customer to view the sessions history a list of that customers previous sessions. Table 4–3 Log Search Filters Filter Description Notes Keyword Keyword in notes describing why an action was taken in a case. For example, suspected fraud. ARM ID The type of agent that performed the action. For example, csrm1 Created Date The date of the case action. Action The action taken for the case. For example, escalation.