New Acknowledgment If Email exist in Queue More than 3 Days

[raza990]

Hi,

It would be possible to send out a new acknowledgment response if the mail is in the category in more than xxxxx hours?

For Example:
Acknowledgment#1 says, we expect to answer you in max 3 days.

If email wont answer and will in queue till 3 days then Acknowledgment#2 will be sent to the customer which says sorry for the delay, due to some issues we expect to answer you in max 10 days.

More than 1 acknowledgment can be active at a time ?
How we capture the emails which have age more than 3 days for a particular queue ?

Please share your ideas to achieve this solution.

[Kubig]

You can achieve it by using standard function within routing strategy (set the KVP with StartDate, check the duration since StartDate, after reach the limit, send the ACK)

[cavagnaro]

Assuming they are still on queue and have not being handled by an agent you can create a view with a condition on that view with _age() function which is is seconds. Then move that interaction to a new strategy and do something. Move it then to a new Queue.

If interaction is on Agents workbin you apply same idea but on the Workbin. You need to create a scheduled strategy load/unload to run the query on the workbin

[raza990]

Hi Again 

What I understand from solution is to set _ager() function where value is 864000 seconds (10 days) in the interaction queue view where emails are waiting to be handled .. [b]RIGHT ?[/b] then move those emails in the new inetraction queue which have wait time greater than 864000 seconds and send the 2nd acknowledgement based on categories.

Now for workbin, set _age() function and move to the new queue where 2nd acknowledgement will be send and then email move to same workbin.

Is the understanding is correct ? Also email can move to same workbin or we can only send it to other workbin like generic workbin ?
Why we need scheduled strategy load/unload ? 

[cavagnaro]

Your view will point to a strategy that will move the interaction to whenever you want.
Schedule because what if 10 days occurs at working time? Better do it at night or in a non-working schedule.

[raza990]

Thanks cavagnaro [emoji4]

So if customer don't have objection on sending 2nd ack on working hours then we can do the automate for workbin too just like we will do for email interactions in view .. RIGHT ?


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[cavagnaro]

Well...the view condition will be triggered when? Never did without a Scheduled strategy so...kinda blury...The condition on the view is not like running all the time, only when an interaction occurs and meet that condition. So...on my case what triggers that is the execution of the strategy as will analyze all interactions on that queue.
Guess will have a little debate on this one