So we were recently told that PureConnect does not have a way to Promote a Chat Interaction to a Voice Interaction, and I was wondering how others are handling this or what work around seem to work for your business?
Currently if we need to Promote to Voice the only way to do this, is have the agent end & wrap the chat interaction, then make a new outbound phone call and wrap that separately.
Not only is this more work for the agents, but this also affects reporting as we are now reporting on two interactions instead of what we would consider just one.
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VortalSoft Inc.
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