My notes for migrating from Service Desk Call to Interactions (and Agent Workspace)

[Ray Ennis]

I’ve included my notes that I created after I migrated our Technology Service Desk from using Call Tickets to Interactions.  At the same time, we started using Agent Workspace.  The idea was that I would make Calls Tickets’ available in Agent Workspace first, have our agents’ start using Workspace while still using Call Tickets, then introduce Interactions (and remove Calls as an option in Agent Workspace) at a later time.  A parallel, yet phased, approach that worked well for us.

  We deployed when we were using the New York version, and since then went to Orlando and now Paris.  The errors were minimal and the only major error was when I ‘enhanced’ the Interaction-to-Incident feature to include the entire journal entry in Interactions (and a few other fields) that were not duplicating in the Incident (this was done after deployment and are not part of the instructions below).

[rekschandu]

Hi Ray Ennis,

Thanks for the detailed note on this subject.

we are also planning to migrate from calls to interactions.

Can you please help me if the call data has to be migrated to interactions, I proposed to keep them separate and calls data can be used for reporting purposes.

However, how can we achieve the same functionality of calls in interactions, like transferred to, call types and time spend etc.

after migration, we will use agent workspace with interactions. Can you please help me where is the link to calls in agent workspace?

Thanks!!

Regards,

Rekha

[Ray Ennis]

Rekha,

Thank you for the comment and question.

Keeping the reports separate shouldn't be an issue as just like Calls, Interactions has it own Table and is not extended from the Task table... so report-wise its' almost needed.

Achieving the same functionality shouldn't be an issue if a few changes are implemented.  "Transferred to" becomes "Assigned to", Extending the table (adding a field) for call_type and unhide the "wait time" for time worked.

Thank you,

Ray