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  • 1.  Altering Email Priority

    Posted 09-07-2023 00:15
    No replies, thread closed.

    Hi all,

    I'm just wondering if it's possible for an Agent that receives an email interaction to change the priority of the email if they blind transfer it to another queue?  I was thinking of using a script that has a down drop with different options (Low, High, Urgent) that has values that can be used to increase the priority.  Use case for this, if a complaint comes to the wrong queue, they can prioritise that interaction if they transfer it.

    Thanks,


    #ArchitectureandDesign
    #Routing(ACD/IVR)

    ------------------------------
    Robert Niblock
    APM
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  • 2.  RE: Altering Email Priority

    Posted 09-15-2023 17:45
    No replies, thread closed.

    Best would be to have a script with buttons for the transfer that does the transfer for the user and changes the priority with a data action.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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