Hello,
This past week we have had a couple of our agents report when they receive an ACD routed email the body and all information of the email appears as a blank window under My Current Interaction. One agent transferred to the email holding workgroup and picked it back up with the same results.
When the emails are sitting in queue the from information is populated and the interaction ID is available. After the disconnect on the agents side a search for the email by interaction ID returns nothing.
This is an inconsistent issue and our agents use Firefox for IC access. I have asked the agents to clear the history and caching on their browser to see if this helps address the problem.
Has anyone experienced this issue? If so, can you tell me the cause and the resolution?
Thank you,
Tina
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Tina Yocum
NorthWestern Corporation
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