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supervisor-complete-reservation

Also available in Flex Plugin Library

A version of this feature is also available in the Flex Plugin Library. If you prefer to use the Plugin Library version alongside the template, please remove this feature from your instance of the template to prevent conflicts.

This feature provides the supervisor the ability to remotely complete an agents reservation that is in the wrapping status.

flex-user-experience​

a supervisor remotely completing a task that has been sitting in a wrap up state for too long

alt text

setup and dependencies​

There are no additional dependencies for setup beyond ensuring the flag is enabled within the flex-config attributes.

To enable the Supervisor Complete Reservation feature, under the flex-config attributes set the supervisor_complete_reservation enabled flag to true. You may also configure a custom outcome which will be displayed in Flex Insights.

"supervisor_complete_reservation": {
  "enabled": true,
  "outcome": "Completed by supervisor"
}

how does it work?​

When enabled, this feature adds a button to the TaskOverviewCanvas that when clicked opens a dialog to confirm the completion of the task. Upon confirmation two requests are made:

  • First, task attributes are updated to set the conversation outcome displayed Flex Insights based on the outcome setting
  • Then, a request is made to a twilio function that takes the task sid and reservation id and updates the reservation to the completed state.