Ideas

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  • 1.  CCTI Visualization

    Posted 09-18-2020 10:26
    Hello guys!

    We face a situation at a customer that requires a different approach that we are used to deal. After we implemented the CCTI families feature, we noted that the visualization filter of the CCTI´s are only applied after we select the requester. Our customer provide the same services to every public in general, allthought it has separated Call Center teams to provide this services. On of these teams is not allowed to open tickets on selected CCTI´s. We face a situation that we can't "hide" selected CCTI´s from these particular team to open tickets for these requesters, allthought these requesters could be served by all the CCTI´s available. I´ll give a example below:

    Requesters CCTI´s: 1, 2, 3, 4
    Call Center team "A": Allowed to provide services on CCTI´s 1 and 2
    Call Center team "B": Allowed to provide services on CCTI´s 3 and 4

    We appreciate any ideas that can address this situation and help our customer to keep their Call Center teams segregation on the Opening ticket phase.

    Thank you!

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    Felipe Romaniuc
    IT Consultant
    MAJOR BS
    Sao Paulo
    +55 11 5071-5259
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