Hi All,
I am trying to apply category to the interaction below is the use case:
1. Set Category to route to only particular agent inside a workgroup
2. If that agent doesnot asnwer/not available the call then transfer to agent voicemail, it should not go under RONA
But what's happening is if the agent which is set in the category doesnot pickup the call, its going to next agent who is part of the workgroup but not part of the category.
I am assigning category before sending the call to workgroup transfer.
I need to send the call to workgroup transfer after assigning category rather than direct agent transfer because reporting will be impacted.
Any thoughts how can I implement category to only one agent who should be part of the workgroup and if that agent is not available or does not answer the call the should go to his voicemail. Also the call should be tagged to the workgroup for reporting purposes.
Thanks
Raghav
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Raghav Gupta
Accenture USA
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