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  • 1.  Email routing priority

    Posted 07-20-2021 05:08
    We have some issues with e-mail routing, we use several queues and prioritize mails bases on subjects.
    We work with ticket ownership so if Agent 1 receives an e-mail about a ticket that agent 2 is handeling he is forwarding it like this

    Every Agent has his on queues like above

    email - Agent1
    email - Agent2
    email - Agent3
    etc..

    Problem at the moment is: Agent1 receives an e-mail and based on the arcitect it gets priority 10 +90 (for example)
    Agent1 see's the tickets belongs to agents2, so he transfers it to his queu like the screenshot above.

    Because agent1 transfers it to agent2 the priority of the mail (10 +90) expires, what happens next is the e-mail has priority 0
    in the meanwhile new e-mails arrive with higher priorities and get handle before the mail that agent1 just transferd to agent2

    When we have receive much e-mails it happends that some mail that get transfer (and lose their priority) are laying 2 days before that get handled.


    I think we are not using it correct at the moment, what is best practices or what can we improve so it will work beter?

    #Routing(ACD/IVR)

    ------------------------------
    Donny Willems
    KEMBIT B.V.
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  • 2.  RE: Email routing priority

    Posted 07-28-2021 10:04
    Someone able to anwser this?

    ------------------------------
    Donny Willems
    KEMBIT B.V.
    ------------------------------

    Original Message


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