12-24-2018 10:12 PM - edited 03-14-2019 06:41 PM
Hi,
In EIM please let me know if it is possible to prevent agents from transferring the emails back to queue.
EIM version : 11.0
Regards,
jackskid
Solved! Go to Solution.
12-25-2018 08:57 PM
You could, but it's a major pain in the butt. Essentially what you would need to do is go to User > Roles > Agent... go to the Relationships tab and select Actions. What you'll be looking for is the Resource Type, Routing Queue and its name, Transfer Activities. You'll select that and remove it from that list. This will remove it for everybody, but you can add it back to the rest of the agents, but you have to do it agent-by-agent.
The problem is that the Actions for the agent are greyed out, otherwise you could've easily removed just that Action for that one specific agent. We can't do this is because of the integration process. When you import users, they're automatically assigned the Agent role and you cannot remove it.
12-25-2018 07:44 PM
12-25-2018 08:31 PM
Hi Omar,
Thank you for the reply.
This change will affect all the users, right..? Is there any way in which we can prevent the transfer option for one particular user/agent.
Thanks in advance..
Regards,
jackskid
12-25-2018 08:57 PM
You could, but it's a major pain in the butt. Essentially what you would need to do is go to User > Roles > Agent... go to the Relationships tab and select Actions. What you'll be looking for is the Resource Type, Routing Queue and its name, Transfer Activities. You'll select that and remove it from that list. This will remove it for everybody, but you can add it back to the rest of the agents, but you have to do it agent-by-agent.
The problem is that the Actions for the agent are greyed out, otherwise you could've easily removed just that Action for that one specific agent. We can't do this is because of the integration process. When you import users, they're automatically assigned the Agent role and you cannot remove it.
12-26-2018 11:56 AM
Hi Omar,
Thank you very much.. It worked !!
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