The following steps describe how a journey request is assigned in the system:
Journey configuration – An admin configures the journey in the Agent Portal by mapping it to a specific workspace and agent group. The admin also defines who can initiate the journey by whitelisting requester groups and agent groups.
Initiating a Journey Request – Depending on the agent or requester group permissions configured, an initiator can submit a journey request from the Support Portal or Agent Portal. To initiate the request, the user selects a journey and fills out the initiator form. The form typically includes fields such as Requested For, Start Date, Department, and other relevant details.
Routing to agent group – Once submitted, the journey request is routed to the designated agent group within the configured workspace. It appears in the group’s queue for further action.
Assigning the Journey Request Owner – The Journey Request Owner must be manually assigned from the Journey Request details screen. You can update the assignee by changing the agent group and/or selecting a different owner.
