WDE - Assign contact question

General Discussion
1

Hello,

I am trying to change the contact assigned to an interaction but it is only working with a non closed one

The scenario is the following:

  • An agent handles an interaction with a contact
  • The contact is not the good one
  • The supervisor displays the interaction and want to change it
  • WDE does not display the item action to change the contact

Did I miss something or it is not possible by default?

2

If the agent has the interaction already and haven’t put it on a queue or transfered to this supervisor then the supervisor can’t handle the same interaction.

Enviado de meu E6633 usando Tapatalk

3

Yes Of course
I wasnt clear

The interaction has already been marked as done by an agent

The supervisor needs to change the contact as a post processed action (the agent has made an error)

4

He cannot change it, just merge contacts together.

5

Ok, I will cast the spell “custom modules” to do it :slight_smile: