Using WxCC 2.0 version 1.0.74-20230821111324.hotfix-tm16006
Is there a way to manually tag a call as "Handled" in the Flow Designer similar to marking a call in UCCX for the purposes of a self-service call. We are currently experiencing a scenario in which some self-service calls are being marked as "Abandoned" if the call self-services after first being queued.
We have a flow designed for our Service Desk to handle calls. There is logic in place to query a Web Server for a JSON variable to indicate if a Major Incident is affecting our technologies or departments. If a Major Incident is active, the caller is provided a brief description and prompted to confirm if this describes the reason for their call. At this point, our integration with Service-Now creates a child ticket from the Major incident and the call is disconnected.
However, this check for a Major incident is also done every minute while a call is on hold in queue, in case a Major Incident is activated midday. If a caller then opts into the Major Incident in the same way and a child incident is created, when the call is disconnected it is tagged as an "Abandoned" call since it was queued then disconnected before reaching an Agent. This is negatively affecting the statistics for the Service Desk team.
