Query Conversation ID First Agent 

This System tool returns the first agent and workgroup who handled the email conversation.

Note: This tool uses Interaction Tracker data, so you must have the Interaction Tracker Access or Recorder license for the tool to work. If the license if not available, the tool returns empty values.

Inputs

Email Conversation ID

The indentifer for the email conversation for which you want to find the first user and workgroup.

Outputs

First ICUser

The first CIC user who handled the conversation-based email.

First Workgroup Queue

The first workgroup who handled the conversation-based email.

Exit Paths

Success

The operation was successful.

Failure

The operation was not successful.