please can anyone help?
The current scenario is the following:
- Case Exists and is waiting on customer, with an agent assigned as the owner at that time
- Customer responds and case transitions to 'Response Received'
- Case is picked up and put onto the queue, however the system then removes the Owner
I would like the desired flow to be as described below:
- Case Exists and is waiting on customer, with an agent assigned as the owner at that time
- Customer responds and case transitions to 'Response Received'
- Case is picked up and put onto the queue, with the agent owner retained
- If the piece of work gets to the top of the queue and is pushed to a different agent via Omni then as per standard omni process the owner is changed
답변 1개
Is it because these two beaves differently.
Check out the links below which might be helpful to undestand the issue.