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UCCX email queue priority

Stuart C
Level 1
Level 1

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?

1 Accepted Solution

Accepted Solutions

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.

View solution in original post

4 Replies 4

Jonathan Schulenberg
Hall of Fame
Hall of Fame
Unfortunately not; CCX email is pretty bare-bones. There is a popular third-party called UpstreamWorks that makes a replacement - that integrates right into Finesse - for the non-voice channels of CCX (eg email, chat, and task routing) but it’s not cheap. Otherwise the general suggestion of discussing the product shortcomings with your Cisco AM applies - we can’t influence product roadmaps on the forums.

Hi,

 

Thanks for the response.  Is there any where within Social Minor that this can be done at all?

 

Thanks

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.

Great, thanks for your help.
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