User Community Feedback

I understand VVA.LastIntent is retrieved based on the last intent value presented before Escalate or Handled Intent. This is the current design.

However, as per cisco we must return either Escalate or Handled intent while returning the control back to WxCC. In this case, we have to call the Escalate/Handled Intent using EVENT in Google DialogFlow ES, there is no other feasibility available in Google currently.

As a customer, they expect the last intent collected from the Caller to be presented as LastIntent.

Ex: Collect Insurance Name, Collect Insurance ID, Escalate

Here after collecting Insurance ID, we are calling Escalate intent using EVENT method to pass the control back to WxCC. Due to this, Collect Insurance ID is not populated in VVA.LastIntent, instead Collect Insurance Name is displayed.

I would like to bring this topic to be part of enhancement, which enable the last executed intent as VVA.LastIntent