Question

How to configure the escalation handler in Call Center

+2

Hi All

I need a template for the following escalation rule:

CcCase old state != ‘complete’

CcCase new state = ‘complete’.

If I set the start and end rule as discribed the dispatch action is not triggered.

What is wrong here?

Thx & BR Karina

This topic has been closed for comments

+21

Karina,

Don't know by mind, but could it be that it is case sensitive?

Thanks for using the community, it helps me. I hope I can help you.

+2

Yes this is one point and the other was without ´´. But I need more practice to find the right way to use it.

Thanks for response.

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