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.
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