I have my agents set-up to be able to listen to their interaction recordings (added under condition) only!
when a call comes in and they do not respond, the calls are directed to the next available agent as it should, what happens is though when the agent goes into interactions they can listen to the recording that they did not respond to.
So they can listen to the agents recording that did answer the call. Otherwise everything works fine.....
any thoughts?
Thank you, Mike
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Michael Schimento
Zenith Insurance Company
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