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supervisor-complete-reservation

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.