Hi Vinayak,
If you just edit an historic (existing) interaction record then
- the account should get confirmed
- but no new interaction record should get created
as no customer interaction should have been started. Editing historic interaction records allows IC agents to improve old IRecs from previous customer interactions.
But: as soon as an IC agent performs any action which triggers a new customer interaction,
- like writing an outbound E-Mail,
- creating a new business transaction or
- calling a customer
- or the IC agent navigates to the Workcenter "Interaction Record" manually
then a new interaction record gets created for the new customer interaction.
You might also check my blog which contains related information.
Best Regards,
Sigrid