One of them is related to the possibility of changing the ticket agent, I mean, the ticket was transferred from one agent to another and the analyst is able to decide who shall be evaluated. Please see below the link to the recording. As the meeting was in Spanish, it will be ok to understand what they are asking

"Hey Juan -- in the workload feature, it seems that very often the agent that Playvox is automatically determining to be the owner is in fact not the agent that we would like to evaluate. Is it possible to manually change the agent that you are trying to evaluate in the workload feature"

So, this is the issue. She has tickets that have been touched by multiple agents. She would like to create a workload that assigns these type of tickets to the analysts, and then be able to choose which agent should be associated to the evaluation once the workload has assigned the interaction to a particular analyst. It turns out that this can't be done from the workload view. I know that you can choose which agent to associate with an evaluation when doing this from the "interactions" tab. However, it would be very useful to be able to do this from the workload view. The only way around this right now is to use the interaction ID of the interaction and then look for it in the interactions tab.  However, if we had the same dropdown menu to choose the agent inside the workloads view, that would be handy