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  • 1.  How to be able to see the content of an email

    Posted 04-27-2023 12:08

    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

    ------------------------------
    Catherine DUPIRE
    NXO FRANCE SASU
    ------------------------------


  • 2.  RE: How to be able to see the content of an email

    Posted 04-28-2023 00:16

    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 


    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 3.  RE: How to be able to see the content of an email

    Posted 04-28-2023 04:17

    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 :-( )



    ------------------------------
    Catherine DUPIRE
    NXO FRANCE SASU
    ------------------------------



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