Process Automation (Advanced Suggestions)

Advanced Suggestions is a routing feature to provide the agent with suggestions as they interact with a case. The administrator can create multiple rules using macros. The rules will trigger suggestions, assignments, knowledge base topics, and more. Using the Macro Definition page, an administrator will create and define macros that use category code information to present Suggested Letters, Suggested Enclosures, Suggested Actions, Suggested Topics, and Suggested InfoCenters to agents. The suggested information will display in ESP.

Using the ESP Grouping Labels page, the administrator can create custom ESP Card labels to display suggestions under a label that is meaningful to the agent. These labels group suggestions together under a company-specific card label. After the card label is created, an administrator can define which suggestions will display under the label. If you support agents in multiple languages, the ESP Grouping Labels can be translated.