is it possible to build a formula that check's service level and then based on service level either routes call to an agent or just to a message?
For example: When a credit card is activated, we want our agents to do an 'upsell' afterwards (e.g. sell additional insurance or card features) but only if the service levels are good. If the service levels are bad, the customer would be routed to a âyour card has been activated. Goodbyeâ type message.