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How to customize Fill Inbox button so that it assigns the incidents based on certain criteria — Cloud Customer Connect
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How to customize Fill Inbox button so that it assigns the incidents based on certain criteria

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edited Sep 4, 2020 12:23PM in Agent Desktop 1 comment

Summary

How to customize Fill Inbox button so that it assigns the incidents based on certain criteria

Content

We have developed AI solution for B2C service. Some Incidents will be created and acted on by Bots. When bots handles the incident, it sets the field Bot processed to Yes. Now we need to process only those incidents which are not processed by Bots.

How to customize Fill Inbox button so that it considers and assigned only those incidents which are not processed by Bot.

Please provide inputs if its possible or not, if yes how?

 

Thanks,

Meena

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