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  • 1.  "Assign to Other" Interaction Event being logged?

    Posted 10-25-2022 17:04
    No replies, thread closed.
    Good Afternoon!

    We have a number of 'supervisors' in our call center.  Lately, we've had someone assigning waiting interactions to agents that should not be receiving those interactions.  We are trying to find a way to determine who is the culprit!

    Audit Viewer does not appear to capture these events nor are there any indications of this in the interaction itself.  I'm hoping someone has run into this before and can shed some light on how they investigated a scenario such as this.

    Thanks!
    #PlatformAdministration
    #SystemAdministration
    #Unsure/Other

    ------------------------------
    Steve Parsons
    BCD TRAVEL S.A.
    ------------------------------


  • 2.  RE: "Assign to Other" Interaction Event being logged?

    Posted 10-26-2022 22:10
    No replies, thread closed.
    If you pull up the conversation details in the developer tools, it should show all the participants in the interaction.  Are you saying that in the details, it does not show the supervisor that is assigning them?  I have not watched this, but will look at it and let you know.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: "Assign to Other" Interaction Event being logged?

    Posted 10-26-2022 22:11
    No replies, thread closed.
    BTW - there is a new conversation detail coming out tomorrow called Transferred To.  I wonder if that might shed light on this.  Will look into that as well.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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