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  • 1.  Supervisor Barge-in not displaying correct agent script

    Posted 20 days ago

    Hi all,

    We've been testing the barge-in capability for supervisors and noticed that when we barge-in on an agent call, that the agent script is not retained from what is displayed for the agent or what is configured on the queue the call is a part of. Instead, it looks like a default script is being provided back.

    Can anyone confirm if this is the expected experience?

    Thanks,

    Kevin


    #Omni-ChannelDesktop/UserInterface

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    Kevin Eng
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  • 2.  RE: Supervisor Barge-in not displaying correct agent script
    Best Answer

    Posted 20 days ago

    Hi 

    No, that's not what expect.
     
    What's expected is that the script that was loaded for the agent will open, to whoever is monitoring (barge-in).


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    Kaio Oliveira
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR - GCWM

    PS.: I apologize if there are any mistakes in my English; my primary language is Portuguese-Br.
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    Original Message


  • 3.  RE: Supervisor Barge-in not displaying correct agent script

    Posted 19 days ago

    Thanks Kaio! That's what I thought a swell that it should carry over the script as well that loaded.. I'll reach out to Support for assistance then.


    Thank you.



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    Kevin Eng
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    Original Message


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