Agent Search on the Platform
Agent Search on the Platform
The search functionality within the Agents section does not return any results when used to assign the IB-MAIL or IB-Phone skill. This behavior is abnormal and prevents proper identification or selection of the relevant skills.
Access Path:
User Interface → Agents → Select User → Digital Access or Inbound Access → Search for an Agent
Expected Behavior:
The search should:
Display IB-MAIL or IB-Phone agents as a priority (highlighted or listed first),
Correctly show the skill that matches the entered criteria.
Additional Observation:
The search works correctly when performed through the Customer Journey menu. However, the issue occurs when accessing it via the Agents section.
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Yann
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