Unconfirming the equipment in Interaction Center?
Need suggestions on unconfirming the equipment in the interaction center without cancelling the interaction.
Once the agent receives the call, he cannot unconfirm the account after he confirms it, the same way he cannot unconfirm the equipment. For instance, if the agent confirms the wrong equipment he will not be able unconfirm it and add another equipment.
Please guide me on the possibility of this.