It allows you to configure and define how an end user should be engaged to self-solve the issue. Virtual agent is the only notification channel that the user would be engaged. As a fallback, an incident can be created or route to a live agent.

Vorbereitungen

Role required: admin

Prozedur

1. Navigate to All > SOW > DEX Administration > Metric rules > Create metric rule.
2. Select the CI and alert action.
3. Select the Resolution type and click Continue to Engagement Settings.
   
4. Update the fields listed in the Engagement settings screen to define how the end user should be engaged to resolve the issue.
5. Click Add Resolution.