Josh Bridgens Posted June 21, 2018 Posted June 21, 2018 Hi All, I am attempting to create a new process that has a very strange step, Ideally what I would like is for the Analyst dealing with it, to be presented with a task which is for a call escalation. However, at the same time I need it to give the opportunity to resolve the call and cancel the task. I originally thought of using Parallel processing, however it seems to need BOTH to complete before continuing to the next stage, defeating the idea of what I wanted in the first place. Any Ideas guys? Thanks in advance! Josh
Victor Posted June 21, 2018 Posted June 21, 2018 5 minutes ago, Josh Bridgens said: defeating the idea of what I wanted in the first place. @Josh Bridgens sorry, just seeking some clarification, why the need of completing both is not right for what you need to achieve? 1
Josh Bridgens Posted June 21, 2018 Author Posted June 21, 2018 1 minute ago, Victor said: sorry, just seeking some clarification, why the need of completing both is not right for what you need to achieve? Ideally, I would want it to be Either / Or, not both. So, ideally it would work like.... "This call is sat in my queue with the option to complete this task If I like... however I will resolve the call. this then completes/cancels the task and progresses to the next step" Long story short, We need to stop the reassignment of a lot of calls to certain teams, therefore there has been an executive decision made that calls are ONLY escalated to 1 specific team. Hopefully im explaining well enough, which I dont think I am .....
Victor Posted June 21, 2018 Posted June 21, 2018 @Josh Bridgens right... so if I understand this right, the request is at "escalation task" right now (we are not interested what happened before). If I understand right, two things can happen while on this task; 1. The request is escalated and moves on following its own escalation route or 2. The request is resolved and moves on following its own resolution route If my understanding is correct perhaps a solution will be to have this task with 2 outcomes: Escalate and Resolve. The analyst will only have to complete this task (as the analyst needs to choose one of these outcomes) for the request to progress on the intended route (escalation or resolution) 1
Josh Bridgens Posted June 21, 2018 Author Posted June 21, 2018 46 minutes ago, Victor said: If my understanding is correct perhaps a solution will be to have this task with 2 outcomes: Escalate and Resolve. The analyst will only have to complete this task (as the analyst needs to choose one of these outcomes) for the request to progress on the intended route (escalation or resolution) I had a feeling this would be the only way. I will have to attempt it this way and see how the calls go, I was hoping to get away from too much "task-based" procedure for these calls. nevermind. Thanks for the input! Josh
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