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1. Re: UCCE - ECE Auto pull mails to agent
a53843 Dec 7, 2017 3:39 AM (in response to youssef.nathan)Hi Yousesef
There are 2 system options to route emails to agents: either "push" based where system pushes emails to agents based on agents max load or "pull" based, where agents manually pulls a predefined number of cases from queue. Also here the max load is in play. As you state, there is also an option to pick from queues if given necessary permissions.
You can find descriptions on this here: https://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/enterprise_chat_email/enterprise_cha…
Pages 12 and 18 forwards.
Br. Henrik
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2. Re: UCCE - ECE Auto pull mails to agent
youssef.nathan Dec 7, 2017 4:59 AM (in response to a53843)HI Br. Henrik,
Thank you for your response all i want to prevent agent to pick mails from queue and i don't find permission like that in the guide so do you know how can i do this. -
3. Re: UCCE - ECE Auto pull mails to agent
a53843 Dec 8, 2017 1:01 AM (in response to youssef.nathan)Hi Youssef
OK, not quite the same :-)
I don't have my ECE lab available currently so I'm not able to verify this for ECE, but for an eGain solution this is done by setting permissions for the user or the user group that the user belongs to, depending on how you have organized the users in your system.
As far as I can see from ECE admin guide picking is an option for agents belonging to same MRD and I'm not sure you're able to prevent this.
Henrik
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4. Re: UCCE - ECE Auto pull mails to agent
youssef.nathan Dec 10, 2017 12:13 AM (in response to a53843)Hi Br. Henrik,
Thank you i checked this and removed picking option from agent and it works.