Customer interactions Transcript & interaction details

Change agent assignment on interactions

New feature: content organization, collaboration and filtering

This article describes a new feature that may not be available to all users. If you don't see this feature and want to learn more, please contact your Tethr admin.
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Override an agent at the interaction level so that evaluations and scores on those interactions are associated with the new agent.

Note: Agents can only be overridden on interactions with a single agent assigned. If an interaction has multiple agents assigned, the change will not be reflected.

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. 

Required: You must be a Tethr account admin to perform this task.

Change Agent (Permissions).png

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. Agent Change.gif

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. 

Revert to original agent.gif