Manage Agent Issues

Filter Agent Issues

Required security profile permissions: Agent Issues View

  1. In the ACD application, click SupportAgent Issues.
  2. Click the (Filter) icon to the right of the search box.
  3. If you want to select a different date range from the default, which is from the beginning to the end of the day today, specify a new Start Date and an End Date.
  4. If you want to view only closed issues, select the View Closed Issues checkbox.
  5. Filter by Issue Type, Agent Name, Team, or any combination of the three, as needed to further filter the agent issues.
  6. Click Apply.

Remove Agent Issues from Archive

Required security profile permissions: Agent Issues Close

  1. In the ACD application, click SupportAgent Issues.
  2. Click the (Filter) icon to the right of the search box.
  3. Select the Start Date and End Date for the date range of the issues you want to remove from the archive. Select the View Closed Issues checkbox. Click Apply.
  4. Select the checkboxes for each closed agent issue you want to remove from the archive.
  5. Click Unarchive.
  6. If you want to view the unarchived issues, clear the View Closed Issues checkbox and click Apply.

Export Agent Issues to a .CSV File

Required security profile permissions: Agent Issues View

  1. In the ACD application, click SupportAgent Issues.
  2. Click the (Filter) icon to the right of the search box.

  3. Use the filtering instructions in this topic to filter the list of issues to display only issues you want to appear in the .CSV file.
  4. Click Export.