allow Concierge Ambassadors to convert an IVR to Concierge Rave case, invoking widget.
Concierge agents are not able to get surveys on cases that are abandoned IVR voicemails or callbacks. Allowing us to convert the case to a concierge case, should invoke the Customer Experience Widget and all the benefits that are bestowed to it. This would allow the agent to direct the client to the widget to leave feedback, and who doesn't love 5 star surveys?
Michael Burke commented
This is a great idea. If not able to integrate, allow IVR cases to invoke feedback at any time.