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Calculated fields in Data Segments

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edited Jun 8, 2022 8:54AM in Agent Desktop

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Hi,

We have a customer who is looking to use data segments to be the audience in a recurring broadcast mailing.  We are also using a parent and child incident convention in the incidents workspace.

When the agent has a(n) issue(s) which require another set of investigation or eam to work on the child interaction is generated and has its own SLA's applied.  The original agent can then resolve this interaction to mark this particular piece of work as completed.

The segment will need to include the following requirements

  • [include] all incidents without a child 
    OR
  • [include] parent interactions where all of the associated child interactions are Resolved

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