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Queueing of emails to same agent
2

Queueing of emails to same agent

Queueing of emails to same agent

(OP)
AACC 6.2 with MultiMedia (email).

Email contact has been answered by Agent A. Agent A make a reply back to customer asking for more information. Customer make a reply back again with answer.

Does the CCMM queue the contact (email) to same agent (Agent A) or to the longest idle agent?

Thanks!

RE: Queueing of emails to same agent

The queueing depends on how your email scripting is configured.
If it is defined like below the contact will go to the same Agent (A).
(If Skillset queueing is used the contact will go to the longest idle agent)

WHERE contact_queuetype_cv EQUALS
VALUE "REPLYMAIL": EXECUTE Agent_Queuing
DEFAULT : EXECUTE Skillset_Queuing
END WHERE

SECTION Agent_Queuing
IF NOT LOGGED OUT AGENT contact_agent_cv THEN
QUEUE TO AGENT contact_agent_cv WITH PRIORITY contact_priority_cv
WAIT 2
END IF

RE: Queueing of emails to same agent

(OP)
Utreg, what is the default settings in AACC - queue to Agent or skillset?

RE: Queueing of emails to same agent

There is no default in AACC: it all depends on how scripting is defined.
Launch the Orchestration Designer, open Master_Script and look for a section like this on how your config is done:

IF Contact Type = c_contact_type_email_gv THEN
..
END IF

RE: Queueing of emails to same agent

(OP)
When you install AACC and use the default MultimediaFlow in Orchestration Designer, what is the defualt - queue to agent or skillset?

RE: Queueing of emails to same agent

For the MultimediaFlow it would be: QUEUE TO AGENT

RE: Queueing of emails to same agent

there is also another way to get the email back to the same agent, in AAAD when the email is presented there is a "Take Ownership" tick box, if the agent checks this box CCMM will attempt to route an new contact from the email address to that agent first. Drawbacks: If that agent leaves the call center a supervisor must pull down the closed contact and un-tick the box in order for new emails from that email addressed to be offered to another agent.
Does that help?
Glenn Thomas ACIS- AACC Contact Center

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