Hi all. Finally an active Genesys-forum! How could I have missed this?!
Anyways; tried to post this at the betterinteractions-forum, but havent received any answers yet, so Ill try here;
We have a wish from our agents that Im having a bit of trouble designing a good, clean solution for:
Some emails that the agents recieves, should be postponed until a certain date. The agents would like to mark it for threatment on a certain date, then put the email back into queue. When the timing-criteria is furfilled, the email should again be routed (to same agent or agent group).
As a simple soultion, I think that this could be solved by letting the agent choose the duedate, then transfering the mail to a queue handling these types of emails.
As I see this, there is 2 main issues:
1) Attaching the duedate to the email-interaction. If this is done through attaced data, this will not survive a restart of the URS? Since the duedate could be in e.g 30 days, this seems a bit risky.
2) How to threat the email on the URS while it awaits the duedate? Using a delay-function to only poll at a certain interval (how long could one delay an interaction?) would probably keep the URS from having to do too much processing in the wait-period, but it doesnt seem like a very nice solution.
Does anyone have a solution like this implementet? In that case, could you give me some pointers on how to acchieve this?
