Override an agent at the interaction level so that evaluations and scores on those interactions are associated with the new agent.
Enable the role for users
In order to change the agent assignment on an interaction, users must have the role enabled in their user profile. Edit the user's profile by navigating to the users page and adding the Change agent on interaction role.
Reassign an agent
Change the agent assignment on an interaction by clicking edit next to the agent name in the interaction details. Select the new agent, and save your changes.
Revert to original agent
Revert to the originally assigned agent by clicking edit next to the agent name in the interaction details. Then, select Revert to original agent.