You can assign a series of questions to a queue that customers can answer when they select the queue during escalation. Collecting information in advance of the Customer Service Representative (CSR) accepting and starting work on an interaction saves time for both the customer and the CSR. Customers answer questions one at a time. When the customer answers all the questions, the interaction becomes ready to route. CSRs can see the answers provided by the customers in the Here's what we know (as it's a "section"). :)" flag="done">summary section displayed above the interaction transcript.