Hello,
It would be amazing if when a team member makes a phone call, the case/conversation would automatically be assigned to their home team.
Currently this is a manual process in the agent workflow to assign their own team to their case with the phone call and if missed in the workflow throws off reporting as well.
As a side note to correcting this, when I have audited this and gone back to associate a team to the case, it will then also require me to add back the team member name following that and open the case back up from being closed. From there I have to re-close the case. There should ideally be an option if we are just soley trying to associate a team because it was missed, to add the team and keep it moving without having to add back the agent and re-close the case again.
Thank you so much.