WDE - Assign contact question

[petitspirou]

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?

[cavagnaro]

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

[petitspirou]

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)

[Kubig]

He cannot change it, just merge contacts together.

[petitspirou]

Ok, I will cast the spell "custom modules" to do it