Currently, the Interaction Details tab configuration is managed at a global level, meaning the same set of fields and layout are displayed for interactions from every queue. This limitation makes it difficult for organizations with multiple queues serving different business functions, as each queue may require different interaction information to support its workflow.
Enhance the product to support queue-specific Interaction Details tab configurations, allowing administrators to define and maintain separate configurations for individual queues. The configuration should determine which interaction details are displayed when an interaction is associated with a specific queue.
When an agent receives or opens an interaction, agent should identify the interaction's queue and automatically apply the corresponding queue-specific configuration, ensuring the Interaction Details tab displays only the fields configured for that queue. This enables different queues (for example, Sales, Customer Service, Collections, or Technical Support) to present information tailored to their operational needs without affecting other queues.
This enhancement provides greater flexibility for organizations managing multiple queues, improves the relevance of information presented to agents, and supports queue-specific business processes.
#EmbeddableFramework#Integrations#PlatformSDK------------------------------
Sai Shankar
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