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Escalate an issue to the Live Agent in PDI

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‎10-15-2024 10:22 PM

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

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ersureshbe
Giga Sage

‎10-22-2024 06:07 AM

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.
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