Tom,
This is very interesting that you point out the disappearing emails. I'm currently piloting something with my customer and I noticed that the emails were disappearing out of the inbox some time after the email was deallocated from the system. I tried to follow the email interaction through the handlers and couldn't figure out what handler is deleting the email. I now think this is not coming from handlers but from somewhere else in the system. I actually whipped up a quick handler that is called from CustomEmailDisconnect which moves the email from the inbox to another folder within the mailbox. I can confirm that emails moved with the handler stay in the other folder forever.
In theory doing something like this in your environment would allow you to recover the email but of course you would need to know exactly which one was accidentally deleted as there would be other emails in the folder which were actually processed. You could probably modify the disconnect logic to see if the email was actually answered and move the email to different folders depending on if an agent actually opened the email. Interesting enough if you move the email from a different folder within the mailbox then to the inbox CIC will reprocess the email so perhaps this is your "Solution" to your problem.
There is also something to be said about properly training the agents to not close out of emails. I know this is often easier to say than actually do. Sometimes we can get real crazy trying to code around agent behavior when it usually is best to put something in place such as coaching to change the agent behavior.
Thanks,
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Mark Tatera
ConvergeOne
Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.
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Original Message:
Sent: 11-22-2019 11:21
From: Tom Walters
Subject: E-mail survivability Re-queuing
I think we have a similar issue. I can get an email sent to an agent but if, for example, they simply disconnect the email and not action it, after 5 minutes the email disappears from the inbox. As they had made no reply to it the email is essentially lost. In this instance the email isnt deleted by an agent but they have actively just disconnected it and moved to the next email.
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Tom Walters
PRA Group UK Ltd
Original Message:
Sent: 11-22-2019 10:51
From: Mark Tatera
Subject: E-mail survivability Re-queuing
Scott,
Marking the email as unread will not requeue the email. I don't know exactly what CIC does but it must be changing an attribute on the emails to keep track of the ones it has processed. How would someone accidentally delete an email? You may need to adjust rights so agents can't accidentally delete emails.
Thanks,
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Mark Tatera
ConvergeOne
Opinions are my own and not the views of my employer. Any suggestions or programming changes I suggest come with no warranty and should be tried at your own risk. If my comment helped you or solved your problem please consider marking my comment as best answer.
Original Message:
Sent: 11-22-2019 10:05
From: Scott Williams
Subject: E-mail survivability Re-queuing
We are looking into using E-mail in Pureconnect and a question. If an e-mail is accidentally deleted in Pure-connect, how do you have the system re-pull that e-mail into queue? do you simply go into the mailbox and mark it as unread?
#Integrations
#Routing(ACD/IVR)
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Scott Williams
Missouri Higher Education Loan Authority
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