Do you have if the product (standalone not integrated with ICM) supports the following
a) Would a single queue be able to consist of activities that are automatically (true branch) routed to agents and activities that are manually (false branch) pulled by agents?
b) Can the SLA be set to start only from the next business day if the emails arrives after a particular time (say 5pm but business hour is 9am-6pm)? Say the SLA is set to 2 hours, if the email arrives at 530pm the 2 hours should only start at 9am the next day.
c) Can the SLA be set to a fixed time (say 7pm regardless of any other business hour)