Yep, those are the things i have checked an re-checked.
Agent1 is member of WGQueue1.
Agent2 is member of the Supervisors in WGQueue1.
Agent1 has Assistance Button and can request assistance (security rights and access control).
Agent1 uses button to request assistance, enters a question in dialog and press the Request button.
Agent2 opens the assistance request dialog an no requests are displayed.
Still looking for what I must have missed.....
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Tim Cannon
Elevate Credit Services, LLC
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Original Message:
Sent: 07-23-2019 09:45
From: Mark Tatera
Subject: Assistance Request
Tim,
To confirm you have the supervisors defined in the workgroup in the Roles/Supervisor tab under the Supervisors list? Then in ICBM logged in as a user who is designed as a supervisor they should be able to go to the tools menu and click on View assistance requests. Do you see the requests in the box that pops up? To the best of my knowledge there isn't any extra rights or licenses to see assistance requests.
Thanks,
Mark
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Mark Tatera
ConvergeOne
Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk.
Original Message:
Sent: 07-22-2019 15:06
From: Tim Cannon
Subject: Assistance Request
We are trying to implement the "Assistance" button for agent to request assistance from supervisors. We have given the agents client rights to see the button and to request assistance. However, when the assistance is requested, the designated supervisors do not see the request in ICBM. Are there license/entitlement requirements that are required for the supervisor?
#Omni-ChannelDesktop/UserInterface
#SystemAdministration
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Tim Cannon
Elevate Credit Services, LLC
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