Hi All,
I am working in Interaction center:
Current Scenario: If an Agent interacts with more than one account on the same call, the service request is always attached to the first account interacted with. This issue seems to be because the Agent cannot press the 'End' button to close the first account interacted with as this would cut the customer off.
This issue occurs if during a call a CSR interacts with an account, realizes it is not the correct account, presses the red X cancel button (because they cannot use End), locates the correct account and makes the requested changes in the correct account. When the Service Request is created, it will attach to the first account which is not the account the changes were made in.
Requirement: Now requirement is to attach Service request to second account / Or the when user lock the second account then first account should be deleted/cleared so that it could not find the first account.
can anyone please suggest where should I write the code and how can I read the first account to delete it. OR how can I attach the SR in the second a/c.?
Regards