HI,
Rather than relying on scenario automations, the ability for the agent just to click an “escalate” button and the admin decides on the behaviour of that button per group would be particularly useful.
Thanks
Jerome
New Idea
Add Escalate Button to agent UI
+6Why? It’s easy to add an “escalate” checkbox, and then whoever is in charge of escalations for that group can set their filter in a view to only show the escalations.
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