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1.5.0
Zurich, Yokohama, Xanadu Patch 5, Xanadu
Allows admins to automatically import data from a Contact Center as a Service (CCaaS) application to facilitate external routing and third-party telephony integration.
- Import records such as queues, skills, and wrap up codes from a third-party into ServiceNow.
- Fetch available records and select the ones you would like to import.
- Associate one or more service channels to each queue that is imported.
- Maintain data consistency between ServiceNow and third-party systems. Ensure chats, calls, and cases are routed to the correct agent, and the correct wrap up codes are available when dispositioning an interaction.
Key features:
- REST API for mapping ServiceNow User ID to CCaaS User ID
- Admin function for importing queues, skills, and wrap up code data from a CCaaS provider
- Admin function for assigning service channels to imported queues
New in this Release:
- This new table maps ServiceNow tasks to the CCaaS External Routing implementation, enabling any task type to be configured for external routing through CCaaS.
None.