Question

Call Centre Task Dispatch

  • 3 December 2020
  • 2 replies
  • 108 views
H
Rank
Userlevel 2
Badge +5

Hi,

I have created a call centre case and accepted the case.  When I dispatch the task to a user the user cannot see the task assigned to them.  The user is in the support orgainization and I can see that the queue is the right one and the user’s name comes up on the task in the queue but the user does not see the task to accept.  The employee is an assignee for the work group and support organization.

Is there specific basic data that is required in order for the user to be able to accept the case task?

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2 replies

paul harland
Rank
Userlevel 7
Badge +24

Hi @HoiMicheW 

You probably need to

Create a Work Group and add the users to it (Support Org Basic Data)

Create a Case Access Group with no restrictions and add the Work Group to it (also Support Org Basic Data). 

H
Rank
Userlevel 2
Badge +5

I have 2 users set up in the same support organization and work group.  The case access group that the work group is attached to is set to none.  The first user can dispatch the case task but the second user who it was dispatched to cannot see the case or task.  Could this be due to other set up for access to customers?

 

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