Virtual Agent v2 Escalation Outcome

[phani venigalla]

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

[phani venigalla]

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

[sdoddali · Accepted solution]

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