Omnichannel Wrap-up Workflow
Many other CS system have a more formal workflow process for post call wrap-up including assigning a call code and other information for reporting purposes.
Would it be beneficial for us to have a more formal or structured wrap-up process post-interaction/call?
STATUS DETAILS
Completed
Route to Queue on Omnichannel Agent Transfer
Many times, customers already know which group or queue they'd like to assign an interaction into once they've transferred it to the engagement hub. Rather than setting up a global variable in PVA bot, a variable in the workstream and then a routing rule to handle assigning the item to a queu...
STATUS DETAILS
Completed