Leverage information from external database in chatbot flow
We would like to be able to leverage data from an external database (like an order system) in the chatbot flow to be able to automatically deflect questions that could easily be answered with information from the database. Ex) Customer: What's my ...
Other time-based metrics consider business hours (response time, reaction time, resolution time), but tag duration does not.
When tag duration is used to measure business processes, it is helpful to ignore periods where people are not working
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