jlee | 2019-01-24 17:35:08 UTC | #1
Is there a way to force all outbound calls, click to dials etc to go out on behalf of a queue? We want to make sure all calls prompt for wrap-up when completed. From what we understand that is only on queues. So if they click to dial and don't choose a queue, we can't force them to choose a wrap-up.
Richard.Schott | 2019-01-24 21:51:47 UTC | #2
@jlee That is a user setting: The client creates an activity record for every interaction that each user engages with (it will write multiple activity records if more than one user handles an interaction). The best way to guarantee that calls are being assigned to a queue is to utilize the attribute mapping: https://help.mypurecloud.com/articles/synchronize-interaction-attributes-with-salesforce-activity-records/ (look at call.queuename), and pull reports in salesforce of activities that are created without a queue associated with them, then follow up with agents that aren't doing things correctly. You can also pull similar reports on activities that don't have wrap-up codes associated with them.
system | 2019-02-24 21:52:49 UTC | #3
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 4423