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Fair question @Tyler Merk , and yes, your use of Emergency Groups is like most of ours, except when the lines need to be down and follow the emergency flow for an extended period of time. Given we have a plethora of lines of business that don't all follow ...

Hi All We are looking to determine the success of our messenger BOT and understand the containment rate. How do other companies detemine this or what would the best metric be to show this? Thanks Shauna #Reporting/Analytics ------------------------------ ...

This is helpful! ------------------------------ Jesseca Alcantara Technical Account Manager ------------------------------

Hi all, I received the answer from the support. the issue is caused by the lack of a permission on some agents: quality:evaluation:participate permission part of the workgroup target of the policy. We've now integrated the missing permission and ...

I'm struggling to envision how I can apply this to our day-to-day workflow. I've been able to install Terraform, used it to export the users list, created a test Call Routing thing etc - to get a general concept of it. But, to take it beyond that, I'm ...