You can monitor voice and digital interactions and barge into voice calls, but not digital. If it is waiting in queue and it is setup for manual assignment, then you could re-assign, but if already with the agent, you would need the conversation ID from the Interactions View and only choice would be to disconnect it under troubleshooting. You could use the API to transfer the call as well, but you would have to know the user's password. I would say easiest is to just reset their password, log in as them and transfer them out.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 05-21-2024 09:19
From: Joy Shewmake
Subject: Employee Terminated with Open Interactions
Is there a process that when an employee is terminated and they have opened interactions, can the administrator go in and reroute those to another agent or a manager?
#Unsure/Other
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Joy Shewmake
Workwear Outfitters, LLC
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