Bob is doing a screenshare with Sue trying to resolve an issue. Sue is using the QuickSupport module to share her screen with Bob. Bob gave her his custom QuickSupport link so the case would autmatically be assigned to him. Bob realizes that he needs to escalate the case to me. How can I take control of the session with Sue?
Under "Service Queue," I can see Bob's session under "Connection Reports", but not under "Sessions". There is no option to "Assign" under "Connection Reports".
When Bob clicks the "Assign" button, he can't see my name as an option, only his own name. When I click "Assign", I can only see my own name, not Bob's name.