We are currently being swamped with Incidents, so I want to set up Interactions so that Agents can create Interactions instead of always creating Incidents for every call. SO I expect that there will be a screen where the agent will create an Interaction when they get a call, and then if it should be an Incident, have some easy way to create an Incident from the Interaction screen and have both linked.
SO I have spent hours trying to get Interactions and Agent Workspace set up (I am using Yokohama version). However, it seems like Agent Workspace has been deprecated so I can't install it ? So i was trying to follow the help article about installing Interactions (Activating the Interaction Management system), however when I search for the plugin Interaction Logging, Routing, and Queueing plugin, I can't find it. ANy help anyone can provide on this would be greatly appreciated. If anyone can point me to a video where it explains how to set up and use Interactions with Incidents and help desk agents it would be greatly appreciated.
