Disable Ticket, Live Chat or Call Log Transferring

System administrators can disable agents' ability to transfer tickets, live chats and call logs using role permissions. This can be useful when restricting what tasks the agent can perform, requiring the agent to follow a specific workflow process. In this case, disabling ticket, live chat, and call log transferring will then require a manager to perform this task.

Applies to SmarterTrack 11.x-12.x

Follow these steps to prevent agents from transferring work items to another agent or group:

  1. Log in to the SmarterTrack management interface as a system administrator.
  2. Click the Settings icon.
  3. Expand the Manage folder.
  4. Click Roles in the navigation pane. A list of available roles will load in the content pane.
  5. Select the Agent role and click Edit in the content pane toolbar.
  6. Click the Options tab.
  7. Change the Distribution field to Custom. This will enable access to the Distribution tab.
  8. Click the Distribution tab.
  9. Check the Transfer work items and Transfer work items to specific agent checkboxes to disable transferring.
  10. Click Save.
For more information, please refer to the Roles section of the SmarterTrack Online Help.

Applies to SmarterTrack 6.x - 10.x

Follow these steps to prevent agents from transferring work items to another agent or group:

  1. Log in to the SmarterTrack management interface as a system administrator.
  2. Click the Settings icon.
  3. Expand the System Settings and Organization folders.
  4. Click Roles in the navigation pane. A list of available roles will load in the content pane.
  5. Select the Agent role and click Edit in the content pane toolbar.
  6. Click the Options tab.
  7. Change the Distribution field to Custom. This will enable access to the Distribution tab.
  8. Click the Distribution tab.
  9. Check the Transfer work items and Transfer work items to specific agent checkboxes to disable transferring.
  10. Click Save.
For more information, please refer to the Roles section of the SmarterTrack Online Help.

 

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