Hello, everyone!
I'm setting up a dashboard with an Interaction table report to monitor conversations in Virtual Agent. When I notice that a Live Agent leaves the conversation, I manually change the Assigned To to another agent in the dashboard interface.
The problem is that the new agent doesn't receive a notification to accept the conversation, and sometimes the interaction doesn't appear in their queue correctly. I would like to:
Have the new agent receive a request to accept the conversation, as with Advanced Work Assignment (AWA).
If this is not possible, ensure that the interaction appears correctly in the new agent's inbox.
Has anyone experienced this or knows the best approach to set up this notification transfer in Virtual Agent? Is there any configuration in AWA or Live Agent to ensure that the conversation is correctly redistributed?
I appreciate any help! 🚀
