[cisco-voip] Contact Center Express Escalations

[Matthew Loraditch]

Our CEO just came at me looking for ways to handle escalations within CCX. I know there is some sort of way to integrate Jabber and do something with SMEs. Everyone already has jabber so this could do something, but he was envisioning some sort of gadget within CAD/Finesse where the tier 1 agents could enter information, populate created ticket info, etc and then transfer that info automatically to a tier 2 agent if they can't resolve an issue. I know we could build something to do what he wants from a web side, but I'm not sure how to push that to another person and still stay within CCX's infrastructure (as we'd like it to be for reporting purposes)

Is agent based routing a possibility? I'm not finding super great documentation on that? I'm grasping at straws to do what he wants.

Matthew G. Loraditch - CCNP-Voice, CCNA-R&S, CCDA
Network Engineer
Direct Voice: 443.541.1518

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