Unable to view agent name in assigned case widget

Modified on Fri, 23 Jun 2023 at 07:19 AM

Purpose

The purpose of this article is to brief, if the agent name was missing in assigned case widget.

Summary 

A particular agent name is not displayed in the Assigned cases list.


Steps to be verified

  1. There may be a reason why an agent name is not listed on 'Assigned Case' list, but rather on 'Unassigned cases' list, as these cases could be assigned to that particular agent name mapped as a CRM queue. Please refer to the screenshot and GIF below for more information.


  • For example : Considering the agent's name as 'Jordan Bell ', the agent's name was not displayed in the assigned cases as shown in the below screenshot.



  • But the agent has few cases assigned as per the below screenshot.




       2.This issue will occur, if the queue name is used as the agent name. Once the queue is disabled, automatically the agent name will be displayed in the Assigned cases list.


Case Assignment--> Assignment Queues.




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