Hello everybody,
I have the following scenario:
The customer calls the IVR and is transferred to the agent, and during the iteration with the agent, if this call goes down, I need to generate a callback within 5 minutes.
When performing tests, the agent has the option to generate a callback, but he needs to enter the scheduling date.
I would like to know if there is any way to generate this callback in a more simplified way for the agent, being inserting a new button calling an action that makes this time addendum, or assigning some action to a Wrapup code for example.
Thank you very much in advance.