Show Salesforce case ID in Realtime Agent Analysis & Agent Scorecard
Shelton Wirth
In the far right column of Realtime>Analysis, labeled "Tickets", the functionality to show the ticket ID and link to the contact platform is only available for Zendesk integrations. Would love to have this functionality for Salesforce case IDs as well.
Additionally, it would also be great to show Salesforce case IDs in exports from Assembled, as well as in the Agent Scorecard, to actually open up cases that agents worked on during their shifts. (This functionality exists for Zendesk already.)
Luke Andrews
Merged in a post:
Surface Salesforce Case IDs on RTA page similar to Zendesk Tickets
T
Thai Win
Agents using Salesforce don't show the ticket # on the right side of the Realtime Agent Analysis screen under "Tickets," like our agents in Zendesk do. It is helpful to be able to view the ticket an agent is working on directly in Assembled to verify actual ticket activity.