Suggestions Administration Overview

Suggestions are a general concept in Emplifi Agent that are used in a variety of ways for implementing various features. At the most basic level, a suggestion is something that can be suggested to the user, based on some other data that has been entered. But suggestions are far more powerful than that simple explanation.

Suggestion Types

All of the following features are implemented as various types of suggestions:

• Suggested Letters: Suggests appropriate Standard Letters to send to the customer. For more information about Standard Letters, see Letters and Paragraphs Administration Overview.

• Suggested Paragraphs: Suggests appropriate Standard Paragraphs to add to a letter. For more information about Standard Paragraphs, see Letters and Paragraphs Administration Overview.

• Suggested Enclosures: Suggests enclosures that you may want to send to the customer. For more information about Enclosures, see Enclosures Overview.

• Suggested Survey Run: Automatically initiates a specific survey run to be given to the caller. For more information about Survey Runs, see Working With Survey Runs.

• Suggested Actions: Used to suggest an action to be posted to the case. This is typically used for things such as transferring a case to a specific queue, changing the status of a case, or triggering a notification. Suggested Actions do not have the full capability of regular actions. For more information about Notifications, see Notifier Overview.
  When a suggested action with the "Auto Run without Prompt" configuration is triggered in ESP, it displays with a selected but uneditable check box.
  When a suggested action With Prompt displays, you have can select the check box or dismiss the action.

• Suggested Alerts: Used to automatically alert the agent to important InfoCenter information regarding certain selections that have been made on the case. For more information about Suggested Alerts, see InfoCenter Suggestions and Alerts.

• Suggested Response: Used to suggest an appropriate InfoCenter response to the specific information entered on a case. For more information about Suggested Responses, see InfoCenter Suggestions and Alerts.

• Suggested Information: Used to provide on-demand InfoCenter information to agents regarding the current case data. For more information about Suggested Information, see InfoCenter Suggestions and Alerts.

• Limit Codes: Allows you to limit the codes that a user sees in one field, based on data that was entered in another field. For more information about Limit Codes, see Limit and Dependent Codes Overview.

• Mandatory Sets: Allows you to make certain fields on the case mandatory as a result of other specific data having been entered on the case. For example, if the reason on the issue is "product complaint," you may want to make the product field mandatory.

• Rule Based Migrations: Similar to a standard migration, except that it allows the migration to be determined by two driver categories instead of just one.