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jaredkelsey
Beginner

Secondary Supervisor is also an Agent, but doesn't appear in Agent reports

Hi All,

One of the Agents on the team was made a Secondary Supervisor, but still works as an Agent.

When the Primary Supervisor pulls Agent Historical reports, the Agent who is Secondary Supervisor no longer appears in the two following Agent reports:

  • Agent Call Summary Report
  • Reason Report by Agent Grouping

 

Why is this?  And how can I get him back into these reports?

Thanks for any insight you can give me!

1 ACCEPTED SOLUTION

Accepted Solutions
jaredkelsey
Beginner

so it turns out, the Secondary Supervisor lost the Agent capability in UCCX when Supervisor was assigned. 

So when I added Agent back to his user, he now shows up in all the reports.

Solved!

View solution in original post

1 REPLY 1
jaredkelsey
Beginner

so it turns out, the Secondary Supervisor lost the Agent capability in UCCX when Supervisor was assigned. 

So when I added Agent back to his user, he now shows up in all the reports.

Solved!

View solution in original post

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