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  • 1.  Agentless interaction handling and closure

    Posted 04-13-2022 03:22
    No replies, thread closed.
    Hi,

    We need to implement omnichannel Interaction Agentless auto reply, create case, auto populate wrap up code and close interaction. Please let me know the steps or links to achieve the same?

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  • 2.  RE: Agentless interaction handling and closure

    Posted 04-14-2022 03:49
    No replies, thread closed.
    This should be relatively easy in a flow, send response, run data action to do a put into ?? wherever you are logging, set wrap up and disconnect

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    Andy Jackson
    Ten Lifestyle Management Limited
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    Original Message


  • 3.  RE: Agentless interaction handling and closure

    Posted 04-14-2022 08:04
    No replies, thread closed.
    Yes, once you are in a flow you should be free to code out what you need.
    I would recommend sending the interaction to a Queue and then handling what you can in the in-queue flow.

    This is for reporting purposes so you can see all the interactions in the queue reporting by media type (call,email,sms)
    I also like to set different skill as they go into the queue to better define the reporting outputs.

    We really should be thinking about tracking everything we do and the queue/skill/media type reporting seems to be the strongest in this system.
    Think of if as logging that normal users can see.

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    Chris Martin
    CCS Medical
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    Original Message


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