Enhancement to allow removal of Live Agent Recommendation

Forum|Forum|1 year ago
October 3, 2024
1 reply
31 views

Hi Moveworks Team!

Requesting an enhancement that allows us to remove the Live Agent Recommendation.

At CVS Health, our store colleagues chat with a separate live agent support channel for IT Issues than Corporate Colleagues.

We are running into an issue when Store Colleagues Report IT Issues. They are routed to IT even though they should be routed to the Retail Store Support Queue.

Moveworks will recommend IT and the user has to navigate away from the recommendation to find their queue.

Impact: If users dont navigate to the correct queue, chats will be sent to an incorrect queue and cause unnecessary transfers for the end user.

If we could display all 3 queues without a recommendation, no matter what the users prompt was, we could reduce the number of incorrect transfer.

kyril.remillard

Community Manager

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