Good Afternoon Team. I hope you are well. We recently created an “escalation” IVR for two teams. However, after setting up the steps including tagging, setting this up, and making it available for agents to see, it appears all agents, including the ones on Customer Service and Switchboard, can also see this. To confirm, we have only matched the tags for the escalation with our Agent Team: So upon setting this to "agents can see this", the team that should see this can see this which is correct and as expected, once turned on via the IVR: However, after testing with another team, they can also escalate: Is there any way to make this so this option only appears for our Agent Team via the CTU or any other option as they are tagged along with the campaign and therefore limits the view?
Your suggestion has been queued up for prioritisation. Feature suggestions are prioritised based on the value to our broader customer community and the product roadmap.
We may not be able to pursue this one immediately, but we will continue to monitor it for community input.
Thanks
MaxContact Product Owners