What should I do if the customer ticket cannot enter the assigned tab?

The ticket cannot enter the assigned tab of Agent probably because your agent's status is still Unavailable. To solve this problem, do the followings steps:

1. Log in as Operator.

2. On the right top of the page, click the 'change status' button ( ).

3. Change your status becomes Available.

4. Click the 'save' button ( ).

5. Please try again by doing a simulation connect to the Agent or Operator (CS).

Change Status

Or, maybe your agent turns out not in your rule channel. If this problem occurs, you must add your agent to your team member. Here are things you can try:

1. Log in as Supervisor or Administrator.

2. Go to the Customer Service menu.

3. Click the Rule Management menu.

4. Check whether the user has been added to the channel rule management or not.

5. If the agent surely not in your channel rule, click the 'Add Team Member' button.

6. 3Dolphins will direct you to a pop-up add team member in the rule channel.

7. Search and add your team members by clicking the 'plus' button ( ).
8. After adding the team member, check again by doing a simulation connect to the Agent or Operator (CS).

Rule Management