Please give a quick overview of your product feature request or feedback and note who in your org is affected by this issue [ex. agents, admins, customers, etc.]. (2-3 sentences)
tickets via voice should be reroutable via OCR after the call has ended, like messaging tickets do. Sometimes, a phone call is taken when a more specialized team is offline. This ticket should be ablet to be routed to an available agent in the escalated group even if followup is only via email. It does not make sense why this would not be in place.
What problem do you see this solving? (1-2 sentences)
Allow proper escalation of tickets regardless of channel.
When was the last time you were affected by this lack of functionality, or specific tool? What happened? How often does this problem occur and how does this impact your business? (3-4 sentences)
Every day
Are you currently using a workaround to solve this problem? (If yes, please explain) (1-2 sentences)
Yes, team leads are having to manually assign these tickets to their agents, when literally every other interaction works via OCR. This makes no sense.
What would be your ideal solution to this problem? How would it work or function? (1-2 sentences)
Simply allow these to be configured to route. Or, give us an action within triggers where a tickets routing channel can be transformed to email, just like messaging.
