Service Cloud V2 last agent interaction

[Eduardo_DaSilva]

Hello Experts,

on Service Cloud V1 I had the Last Agent Interaction and Last Customer Interaction values available to use them on WFR.

Now on the Service Cloud V2 I can't find those fields to be used under Determinations.

Does anyone know if they have a different name now or if they actually don't exit more in V2?

My use case is to set the Status to Waiting for Reply when the agent creates an interaction, and then set it to In Process when the customer replies back.

Best regards,

Eduardo

[Simon1982]

Hi Eduardo,

This is currently not possible. I tried the same as well.

The attributes Last Agent / Customer are currently not available, also not in Autoflow.

Only with a side by side extension you can achieve your use case at this moment.

KR,

Simon

[Eduardo_DaSilva]

Hi Simon,

thank you for the reply.

But what do you mean with side by side?

Could you elaborate on that.

Regards,

Eduardo

[Simon1982]

Hi Eduardo, you can achieve this with a custom application/microservice on e.g. BTP platform. 

KR, 

Simon