Dear Experts,
I required a support on that , now when the call comes i can see Queue name but it shows Routepoint on all call instead to show Queue name.
how can i configure this to show queue name (virtual queue)
Well configure the WDE to monitor the VQ and not the RP…check your WDE options
yes , i can’t find any options on WDE
You don’t indicate where that name appears, so options are many.
At least post a screenshot or describe in which section.
I’d export WDE options to text and search for that RP name or just create a new section.
Read documentation on WDE pls
hi,
Kindly find screenshot what i exactly looking support .
https://drive.google.com/open?id=1Cas6JeBr5Ws5rKibthhXJj2AaSO0RqAU
Regards
That is Case information…so check on WDE options about Case. It is an attach data, which for VQ doesn’t exist by default.
At your routing strategy you need to attach the VQ name and then create it in the Business Attributes for Case Data so WDE shows it
Could you please help on configuration steps
It by default contains two parts : History and CaseData. From provided screenshot I suppose you are not using CaseData at all, just the History, which by default contains the Origin, Queue and Language. If I recall well, for voice interactions the queue is equal to current routing point from which call has came.
so what would be the best practice to have