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CSM - Looking for a filter in Consumer>Cases tab

Can someone please help me locate where this filter generates? I went to List, then Consumer. In the consumer's record I click on the Cases tab. Once on that page, there is a filter that is auto generated. I am trying to locate where this filter is c...

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kshort by Tera Expert
  • 383 Views
  • 3 replies
  • 1 helpfuls

Resolved! Agent Chat presence status auto change

For Agent chat I have created a new presence status "In Conversation", this has come through to the CSM/FSM workspace and users can select this, we wanted this to auto update so I have created a flow that updates the agents presence status when the C...

cassie-le by Tera Guru
  • 1867 Views
  • 1 replies
  • 0 helpfuls

want to open link in same page

in virtual agent , we provided item links to users to open item form to place a order , but when they click on that link the form will open in new window, but we need in same page, could you please suggest how to achieve this.#virtual agent # service...

Inbound Email action

I want to delete unused inbound actions. How should i Proceed to check?

Snow214 by Tera Contributor
  • 1032 Views
  • 3 replies
  • 0 helpfuls

Reporting help

Hi Folks,  We are looking to generate some metrics/report on the following topics and would like to know where we can get the data/attributes from. Any help is appreciated.  Average time to assign a case to a service desk agent - Per person per month...