You can configure Contact Center AI Platform (CCAI Platform) to prevent agents from reassigning emails to other agents. You configure this at the queue level.
Prevent agents from reassigning emails to other agents
To prevent agents from reassigning emails to other agents, follow these steps:
In the CCAI Platform portal, click Settings > Queue. If you don't see the Settings menu, click Menu.
In the Email pane, click Edit / View.
Click the queue that you want to edit.
In the Settings pane, for Transfer Restrictions, click Configure. The Transfer Restrictions pane appears.
Select the Do not allow email re-assignment from one agent to another checkbox, and then click Save.
Email reassignment behavior
When you prevent agents from reassigning emails to other agents in a queue, you can expect the following behavior:
When agents reply to emails, the Assign to field in the agent adapter is deactivated.
Agents can assign unassigned emails to themselves in the agent adapter's email list view.
Users with the Admin or Manager role can reassign emails from one agent to another in the agent adapter's email list view.