Actually, I am trying to achive this:
We want the email flow setup design as follows for the Queues:
Whenever the customer sends an email using queue email address:
1. If it is a new email, the email should route to the agent available on queue.
2. If it is a reply email from a customer, the email should be routed to the agent who previously assisted the customer, if available. If that agent is not available, the email should be in wait for certain amount of time. This timer should be flexible to be adjusted at our end.
3. Within this wait time, if the same agent becomes available, that email should be routed to the same agent.
4. If the same agent is logged out, that email can route to the next available agent.
5. While the email is in wait status, other new emails should still be routed in the normal way to the other agents. Also, is there a way where the agent can see a visual indicator/message displayed to remind the agent to click on Show History before replying to the email?
#Unsure/Other------------------------------
Amey Aras
CEMEX UK Operations Limited
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