Had an interesting scenaio (yet very likely) in testing today using integrated EIM.
Email came in to agent
- Auto Reply sent to customer
- Customer replied - thanks for auto reply, and added additional information - setting off exception queue routing
- Customer replied one more time.... "thanks sorry for all the hassle......"
Agent could not complete first case as there was a pending email
Agent could search on open case activities and saw emails in queue - exception queue and integrated queue
Agent can not pick emails
Agent had to ask integrated adminstrator/supervisor to find exception queue email and then forward that to the queue or complete the email for the agent(as the supervisor cannot send directly to an agent)
Agent then had to complete another 2 emails in queue - task limit is set to 1
Agent could then work on exception queue email
Agent could then work on final reply email.
... that was a perfect scenario where with custom code, the last agent who worked the case received the next email.
If this went to another agent in queue and you did not have a queue configured per agent, it would be a real mess to get that closed off!
Has anyone else ran into this? This isn't an issue with non-integrated.