I´m trying to create callback on otbound campaign interaction based on wrap up code selection. Something like call rule "schedule callback" but i need to give it something logical. I mean, do reschedule and depending on external conditions set minutes to number
I´m trying to use triggers:
v2.detail.events.conversation.{id}.acw
v2.detail.events.conversation.{id}.user.end
And the thing is... using data action to create the callback seems to be working fine, but, agent desktop start to do some weird things like....
-->If i use ACW event, the wrap up code needs to be done twice, and then the agent can close interaction. Once the agents selects two times the wrap up code
-->if i use user.end or customer.end, message pops up on the right top side, interactions closes, but if i delete the callback the interaction pops up again to agent.
I thing the point is, i have to select the proper moment or event to send the reschedule orde.r
Sure, i will ask to open the ticket, but seems like i,m not choosing right moment to request the callback? i mean, is not the same to request during the call, once you close the interacition or when you release the call.
Are there maybe, some different way to do this thing?
Main purpose is reschedule interaction base on some criteria.
