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Wouter Luyten

Wouter Luyten

Joined: 6/5/2024

  • Re-use existing USD session when transfering a chat after a consult chat.

    Wed, 19 Jul 2023 14:39:13 GMT – Dynamics 365 Customer Service – Rejected 

    Scenario:

    1. Agent 1 receives a chat from a customer. A USD session is opened.

    2. Agent 1 wants to ask a colleague for advice, starts a consult for this chat.

    3. Agent 2 receives a consult request, upon accepting, this opens a USD session.

    4. After consulting, Agent 1 decides to transfer the chat to Agent 2 completely.

    5. Agent 2 receives a transfer request popup. Upon accepting this request, this opens a second USD session, while the first session is still open with the same chat.


    Request:

    We want to avoid the second session from opening by either:

    * Have a built-in way to re-use the existing session if one is already open for this chat.

    * Have an additional parameter in the transfer notification that identifies the new transfer request as a consult-transfer, so we can prevent a new session from being created with a condition on this parameter.