Agent Can Set Email Duration Stay in Workbin

[raza990]

Hello,

I've a new requirement from customer where they want that agent can set how much time an email interaction should stay in workbin.

We have a setup now where email interactions go back to the queue when email stay 24 hours in workbin. For this we just use Workbin View Condition and put statement "_time_in_queue() > 86400" but this duration is generic for all agents like every agent have hardcoded time duration.

What we need to do for customer is that when agent move the email interaction into the workbin then it should set the time like 5 hours or whatever. so after the set time, email interaction should move back to the queue if it not entertained by an agent again.

I feel that it is not possible as the condition is generic for all agents who are using that workbin. I've an idea it is not fulfil all the things of customer.

"Separate workbin for each agent and we just control the workbin view condition via application which will update the time in database but still there is a conflict like time is for all email interactions not for specific email."

Please let me know if you guys think it can be possible and share how it can be.

NOTE:
Need this solution for both private and public workbin.

Thanks.

[Kubig]

I think it is not possible within "out-of-box" environemtn and without any customization on agent application level or on own server component

[raza990]

Thanks for response Kubig 

We will customize the application which is using by an agent but the problem is if we will update the workbin view condition time then it will generic for all .. so I don't think it can be achieve in anyway.

But Maybe I'm wrong so please let me know how I can do this if it can be achieve in any way like customization, using new component or using anything.

[Kubig]

I think you can "store" the interaction to the workbin with any custom data and then you can find these interaction based on this custom data. So, there should be some component, which will check the interaction in real-time and if the condition matches, the interaction should be moved to predefined target.

[raza990]

We worked on agent application side and we have setup some fields like when agent try to put email interaction into the workkbin then agent can use workbin name and the time.

Is it possible that we use condition in workbin view which will retrieve time from database which was dip by agent application.

We are using the hardcoded one which is _time_in_queue. Is there ay translation which can retrieve time info from database for specific email interaction.

[Kubig]

Use request "RequestFindInteraction" where you can define the condition

[cavagnaro]

Query is done before the interaction, so, how could you get an interaction attribute to do a query? By logic just can't
Also, if agent decides when his SLA expires...what is the point of having SLA then? Makes no sense at all at business level
Better create different workbins with different times but defined by business manager...so he can measure later.
Remember next logical requirement will be, ok, now gimme reports...how are you gonna do that if all variables are dynamic and out of any control?