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Genesys CTI User Forum => Genesys CTI Technical Discussion => Topic started by: petitspirou on August 07, 2017, 10:41:01 AM

Title: WDE - Assign contact question
Post by: petitspirou on August 07, 2017, 10:41:01 AM

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?

Title: Re: WDE - Assign contact question
Post by: cavagnaro on August 07, 2017, 04:24:20 PM

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

Title: Re: WDE - Assign contact question
Post by: petitspirou on August 22, 2017, 08:46:36 AM

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)

Title: Re: WDE - Assign contact question
Post by: Kubig on August 22, 2017, 12:47:08 PM

He cannot change it, just merge contacts together.

Title: Re: WDE - Assign contact question
Post by: petitspirou on August 28, 2017, 12:46:45 PM

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