Escalate an issue to the Live Agent in PDI

LeelaM
Tera Contributor

How to escalate an incident to the Live Agent if the incident is not resolved within the SLA time in the PDI

1 REPLY 1

ersureshbe
Giga Sage
Giga Sage

Hi, Is there Advanced Work Assignment (AWA) enabled in your instance? If yes, it will support to route the ticket and escalate via 'Live Agent Connect' topic. 

 

Regards,
Suresh.