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Hello @Ted S ,There are a lot of examples available in the Digital Channels github page, and the logic between different digital channels is quite similar (i.e. logic of WA can be used in ABM etc.). You can also go through the documentation (e.g. Doc...
@c.georgiou1 I didn't share this Vidcast as even though it -still- works perfectly, it needs to create a complicated workaround of using Webex Connect for authentication. What I shared above is much simpler, if you want the steps, it would be: 1. Cre...
Hello @c.georgiou1 , The logic to achieve this is simple:Create a Global Variable that will basically be False during normal operations and you will turn to True when there is an Emergency and you want to close the business operations.You need to add...
Hello @apeeler , you can use an Agent Activity Record (AAR) report type and filter on the condition that the profile variable Reason is equal to USER_DECLINED. That's the event that happens when a user rejects/declines the call.
@RL5901 The Callback leg is still part of the same Contact Session, so if the call is an inbound one, even if it went to callback, it would show under the "Inbound Calls".
So, indeed it makes sense that non-zero Outdial calls will be seen under Outd...
