Solved: Virtual Agent v2 Escalation Outcome

phani venigalla · ‎06-07-2023

Hi,

We are working on Integrating the Google BOT VA with WCC VA Node. All the events are handling by Handled outcome only.

How do we use Escalated outcome to escalate to Desktop Agent? what triggers it to use this outcome? Any examples pl suggest.

Thanks,

Phani

sdoddali · ‎06-07-2023

Hi Phani,

From dialog flow CX, Select live agent handoff from 'add dialog' and then provide the payload(If needed) in order to 'escalate' the conversation via escalated path. By default, if you end the flow/session it takes the handled path.

-Thanks,

Shrishail

View solution in original post

sdoddali · ‎06-07-2023

Hi Phani,

From dialog flow CX, Select live agent handoff from 'add dialog' and then provide the payload(If needed) in order to 'escalate' the conversation via escalated path. By default, if you end the flow/session it takes the handled path.

-Thanks,

Shrishail

phani venigalla · ‎06-08-2023

Thank you Srishail.

Great it worked when the Page Start Event only.

If use this in other pages with conditions its not handing over the call to WXCC.

Phani