Discussions
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Update: Narrative Insights has been restored and is now available.
Narrative Insights is Temporarily Unavailable due to an Infrastructure Issue. Learn how This Impacts Your Account and What to Expect While the Feature is Disabled.
Narrative Insights is Temporarily Unavailable due to an Infrastructure Issue. Learn how This Impacts Your Account and What to Expect While the Feature is Disabled.
Case Assignment
I think what I need to do is 'trick' the system. For our CSR's, cases coming in via the web are 'unassigned' - and that's great. Cases coming over the phone get evenly routed to our CSR's by our phone system - perfect. But...there are times that the customer service issue needs to be escalated or handed over to a sales rep because the issue is of a technical nature. In these cases our CSR staff finds a sales rep that is not busy and doesnt mind helping but what happens is that the nicest guy (the guy who gives
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