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
1 answer
Is it because these two beaves differently.
Check out the links below which might be helpful to undestand the issue.