In any complex business process, a ticket may be passed between multiple teams before it can be resolved, or the request completed. In such scenarios, the ticket transfer to another team might also be triggered by the setting of a particular status by an agent. For example- in a refund request, the contact center agent must first verify that all proofs have been submitted, after which the ticket status can be set as “Proof Verified” and transferred to the Accounts department for the actual refund, who in turn mark the ticket as “Refund Initiated”.
Here, in order to ensure both ease-of-use and aesthetics, the agent should only be able to view the ticket status available for them, and not the statuses used by other teams or queues.
The Ameyo Administrator can now create multiple custom statuses, duplicate them across all the queues, or even control the visibility of each status in each queue.
