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Article Selected >> How can I tell if an agent is taking messages and then putting them back?
Question:
Is there a way to determine if an agent takes a message and then puts it back to unassigned? Some agents want to "cherry pick" the waiting messages and I'd like to know if this is happening to some specific messages that took a long time to resolve.
Answer:
The iService audit trail will show you all of the status changes to an interaction. Search for the customer in question, and then click on the History tab to see all the questions they have submitted. Find the question you are concerned about, and then click on the Show Audit link below the body of the question.

There are two ways that a message can be removed from the agent's queue, and you will see the exact reason as shown below.

Message Manually Removed from Queue by Agent



Message Automatically Removed from Queue by iService


Article DetailsSubscribe and Rate this article
Article ID:105828
Date Updated:6/3/2011 11:42:21 AM
# Views:2298
Article Creator:Scott Whitsitt
Article Topic:Customer Info
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