mayarashwan | 2021-11-17 10:29:13 UTC | #1
Hi, We have a queue which is not used by the agents but need to be assigned to the division for reporting purposes and can not be excluded from the Division. Problem occurs when agents by mistake selects this Queue when doing Blind transfer / Transfer How can we restrict this Queue from the Transfer View? is it possible?
Best Regards,
DonatasGruodis | 2021-11-19 09:21:28 UTC | #2
Hi team, to add to this.
To clarify the above scenario: we have this BOT Queue inside the division as we want to report on the calls routed to bot separately per Country division. Therefore we can not use the Division awareness permission by moving such queues to Home division for example.
We have implemented the logic in Architect flow to utilize Skills, Brands, Languages to understand if the interaction was already assigned once to any of the existing Queues. So at the time agent manually selects IT_Freya Queue it re-routes the interaction back to the Queue it was routed from.
For this to be implemented we needed to have quite a few configuration blocks, and before releasing we are trying to make sure that there is no other "easier" way to prevent agents from making this human error.
(P.S if they select this queue, call is routed and Customer is speaking to the BOT again, this is what we are trying to prevent)
Regards, Donatas Gruodis
John_Carnell | 2021-11-23 14:01:33 UTC | #3
Hi Donatas,
This forum is really meant to be for API and development tools questions. For security configuration questions, I suggest you also cross-post to this our General customer forum here. As you are more likely to get an answer on your question.
Thanks, John Carnell Manager, Developer Engagement
DonatasGruodis | 2021-11-23 14:39:14 UTC | #4
Thanks John !
Will do so.
Best regards, Donatas Gruodis
system | 2021-12-24 14:39:51 UTC | #5
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