Chat and email conference and transfer through a queue

To make sure conferences and transfers through queues are reported correctly for Chat and Email, you should update the Interaction Subtype Business Attribute.

Updating the Interaction Subtype Business Attribute

Start

1. Navigate to PROVISIONING > Routing/eServices > Business Attributes, select Interaction Subtype, and click Edit....
2. Select the Attributes Values tab and click New....
3. Enter the following:
   • Name: InternalConferenceInvite
   • Display Name: Internal Conference Invite
4. Click Save & Close.

End

Updating the Interaction Subtype Business Attribute

Start

1. Navigate to Business Attributes > Interaction Subtype > Attribute Values.
2. Right-click and select New > Business Attribute Value.
3. In the General tab, enter the following:
   • Name: InternalConferenceInvite
   • Display Name: Internal Conference Invite
4. Click OK.

End

Next step

• Back to Configuring features