Hi,
I have the following use case:
- client clicks to chat
- client is taken by an agent (agent1) with skill "skill1"
- agent1 transfers the client to agent2 who has the skill "skill2"
The client started with skill1 and after transfer he is with skill2.
I want to sent a Third Party Notification to my server when the customer is transferred to skill2.
In order to obtain this, I created a rule "When Chat is Established":
Condition: skill is "skill2"
Action: server notification
The rule is fired only when the chat is started for the first time. When the customer is transferred to agent2 (skill2) the rule is not fired. This make me take the conclusion that the Rule doesn't know that the skill has changed.
Do you have any idea how can I send a notification to the server with the new skill? Or when the skill changed due to Agent Transfer.
Thank you,
Dan