AWA for Escalations

rohjamil
Tera Contributor

Hello. I was wondering if anyone knows that the Advanced Work Assignment support Escalation table. I want to implement AWA for it and have all the channels and everything set up but I don't see anything triggered. And since escalations usually follow the approval process I was wondering if AWA is a possibility at all with it. Any insight is highly appreciated

3 REPLIES 3

RaghavSh
Kilo Patron

What is not getting triggered, AWA interaction or eslalation?


Raghav
MVP 2023

The awa interaction. I don't get anything in my queue

What configurations have you done? Did you check Agent Presence and capacity?

 


Raghav
MVP 2023