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Originally posted by AWooster;35153We currently use another system for our Chats and Emails, but we want to use CIC for evaluation purposes. Currently, the evaluation team forwards the email/chat from our other system to a mailbox that is monitored by Attendant. This routes the email into a workgroup where the evaluator picks up the email and then disconnects it. This allows the email to be recorded and searchable in ICBM. Unfortunately, this also sets the "Last IC User" (LASTLOCALUSERID, LASTLOCALNAME) to the evaluator instead of the agent being scored. I am trying to write a handler that will execute in Attendant and record the email and set the agent as the last local user. I've tried using the "Email Interaction Record" tool step but it is not working as expected. I am parsing the agents user id from the subject of the email so I can use that to assign the email to the agent. Anyone know how to assign an email interaction and record it using handlers?
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