02-02-2018 04:22 AM - edited 03-15-2019 06:35 AM
Hi,
I have an issue with email queue on UCCX.
Our existing email callback queue has a different SLA on it compared with say our general enquiries email queue.
The problem we're experiencing currently is where because we can't prioritise one over the other advisers are hitting the maximum of 5 emails in their queue and then can't see the callbacks in order to pick them up and deal with them before the general enquiries email.
Is there a way we can prioritise them?
Solved! Go to Solution.
02-05-2018 04:49 AM
SocialMiner doesn’t control the queuing logic - that remains up to CCX. The Set Contact Priority Logic only exists within the AEF script for inbound voice ACD.
02-03-2018 11:00 AM
02-05-2018 01:10 AM
Hi,
Thanks for the response. Is there any where within Social Minor that this can be done at all?
Thanks
02-05-2018 04:49 AM
SocialMiner doesn’t control the queuing logic - that remains up to CCX. The Set Contact Priority Logic only exists within the AEF script for inbound voice ACD.
02-05-2018 04:50 AM
Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community: