1. The auto-assignment of conversations from agent A to agent B isn't working. Why? Example scenario: If agent A has 5 conversations in their assigned conversation quota, when they finish their workday their assigned conversations will not be t...

1. An agent tries to change the Business Hours but is unable to do so. Why? In order to change Business Hours, you need a user who has Admin  authorizations . Therefore, not every individual representative can change these hours. 2. How d...

1. How can I add a Customer Satisfaction Survey for customers? 1. Click on the Settings icon in the lower right-hand corner. 2. On the Agent Workspace home page, there is a tab named Channels on the vertical scrolling toolbar menu on the...

1. How to add Tags? a. Log in to the Agent Workspace with an account holding ADMIN permissions. b. Click on the Settings  icon in the lower-left corner. c. In the scrolling toolbar that opens on the left side, click on the Tags tab....