I'm curious to know
whether or not version 2.0 might have some flexible options for routing
escalations? What I'd envision is the following:
- ticket reaches
queue escalation time
- one or more agents
within working hours
- ticket escalated
to agent
- within n hours
after that, ticket escalated to agent and agen't supervisor
- within n hours
after that, ticket follows different escalation path (reassignment to another
agent perhaps with a not going on an exception report?)
I'm anxiously
awaiting versoin 2.0! It's going to be fantastic, I can sense
it.
- Pete McDonnell
"I'd give my right arm to be ambidextrous." - Anonymous
"I'd give my right arm to be ambidextrous." - Anonymous
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