Routing Duplicate Emails

[MarkComplete]

We would prefer not to route duplicate emails sent in by customers to different agents. We can do this right now by finding interactions with certain matching criteria. For example, if the from address and the subject are the same and were submitted within the last 10 minutes, we assume the second is a duplicate and stop the routing.

However, if the emails are sent within a very small interval so they are being processed as the same time, each shows as a duplicate of the other and both are not routed. This is obviously not ideal.

I haven't really be able to come up with a solution to this issue. Any ideas?

[Kubig]

May be I am wrong, but why do you not use LastAgent function? It is quite simple to configuration and "deploy". Nothing for you, but your way seems (for me) very unsafe and unnecessary. Or try to better describe your solution and needs.

[MarkComplete]

We use last agent routing for a number of email types and are comfortable with its use and configuration. But last agent routing is really there to address email replies. In this case, we are talking about new inbound emails where last agent routing wouldn't apply.

[cavagnaro]

Instead of denying the emails I would mark them (Attach data as flag), mainly because on common end user world they could send an incomplete email by mistake and then a few minutes later send the complete one. So if you reject the second one you could miss important information and the agent could see the incomplete one and you would miss the complete one...