Triggering Criteria

1. If your system has case management/ticket management capabilities, we recommend that you trigger an API call once the case/ticket is marked as Closed or Solved.

• For example: If a customer contacts your team on 4 separate occasions about the same issue, this logic would send a Connect request only when you believe the issue has been resolved

If your system does not have case management/ticket management capabilities, or if you want to measure every touchpoint that a customer has with a member of your team, trigger an API call after each interaction.

• You can use the suppression period noted above to ensure that you are not over-surveying your customers

Frequency

To make the most of Agent Connect's real-time feedback, we recommend that you send requests as soon as the interaction concludes.

If your system contains all of the required customer and team member information and is updated in real time, you should be able to send API calls to Agent Connect in real time.

If your system is not updated in real time, or if you need to combine data from multiple systems, you can still automate Agent Connect requests:

• Generate a report or file that contains eligible interactions on a set schedule, ideally every 15 minutes, but up to hourly.

• Convert the interactions in that report or file into individual API calls and send them to Agent Connect

Managing Exceptions

Although we recommend that each interaction result in a Agent Connect request, there may be some instances in which you do not want to send a Agent Connect request. For example, you may not want to send a Agent Connect request if a customer called to unsubscribe from your email marketing list.

To enable these exceptions, you would establish a workflow rule or trigger condition to flag these interactions with a do_not_send flag in in the API call. See Sample Agent Connect API Call Structures for details.