Question

6
Replies
333
Views
DuarteM7 Member since 2015 24 posts
Knowledge Expert
Posted: 2 years ago
Last activity: 1 year 5 months ago
Closed

Wrap up at the end of every call transfer

Hello,

Right now if agent A answers a call and transfers it to agent B that then transfers it to supervisor C who finally solves the customer issue, there's only one wrap-up made by supervisor C, being A and B unable to key-in their notes or seeing their actual call time logged.

I'd like to know if there's a way to have a wrap-up every time a call is transferred, even if that doesn't correspond to the end of the customer interaction nor to the current case resolution.

Regards,

Duarte

Pega Customer Service
Moderation Team has archived post
Share this page LinkedIn