Hi,
In the recent September 16th release of purecloud, the new feature to manually assign stuck interactions to specific agents was enabled. I do see a api in Conversation to assign the interactions, but we would have to enable this feature on a queue before we try to pull the conversations. Which routing api should we use to do this?
The following is the release notes for this feature:
Manually assign waiting interactions to agents using APIs
Developers can now manually assign waiting interactions to agents using the Routing and Conversation APIs. Interactions can remain stuck in a queue due to mismatched skills. This feature allows those interactions to be assigned to the appropriate agent. Enable a queue to support manual assignment using the Routing API and assign waiting interactions to an agent using the conversation ID. For more information, see Routing and Conversations in the Developer Center.
#Routing(ACD/IVR)------------------------------
Mourya Yalamanchili
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