Sami_Haggman | 2018-06-05 14:00:25 UTC | #1
What happens to an email if an agent picks it up and does not finish it? Can a timer be set after which it returns to a queue? Can a supervisor return it manually to a queue (will PURE-1625 also work for this scenario).
E.g. agent is working on email, incoming calls interrupt and agent logs out before finishing the email. Agent leaves for a holiday - preferred situation would be that another agent could finish the email from a queue instead of the same agent after returning from holidays.
tim.smith | 2018-06-05 19:02:34 UTC | #2
There's no automatic timeout that I'm aware of. The email will have to be moved manually/programmatically at your discretion.
system | 2018-07-06 19:02:36 UTC | #3
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