Thanks Robert for your answer. Unfortunately, I had already tried these options, and it's not enough. When I just give these rights to the agent role, the transcript tab is always empty.
I have other contacts, with a supervisor role, who can access to the content of transcript tab, so I know it's possible. But it seems that it's missing something to my agent role... (these 4 permissions are not enough :-( )
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Catherine DUPIRE
NXO FRANCE SASU
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Original Message:
Sent: 04-28-2023 00:16
From: Robert Wakefield-Carl
Subject: How to be able to see the content of an email
I believe you will have to assign these:
- Routing > Transcription Settings > View permission
and one of these - Analytics > Conversation Detail > View
- Recording > Recording >View or Recording > RecordingSegment > View permission
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 04-27-2023 12:07
From: Catherine DUPIRE
Subject: How to be able to see the content of an email
Hi all. I would like to be able to give to an agent to right to see the content of an email (responded by another agent).
I can see it in performance / interactions / Transcript tab
My supervisors can access it
I managed to give the right to the agent in order to get the menu contact center / Interactions
So he can see all the interactions of his collegues
But the transcript tab is always empty.
Which right do I have to give him in order that he can access the trasncript tab and see the cntent of all the emails received by everyone?
Thanks for your help
Catherine
#EMailInteraction #email #Analytics #Performance
#DigitalChannels
#Reporting/Analytics
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Catherine DUPIRE
NXO FRANCE SASU
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