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?
***Edited by Moderator: Pooja Gadige to change category from General to Product, add product details tag, add platform capability tags***
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-*
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.