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Cisco Bug: CSCur87223 - Delete / Complete button to be added to Finesse

Last Modified

May 05, 2016

Products (1)

  • Cisco Finesse

Known Affected Releases

10.6(1)

Description (partial)

Symptom:
In the current CAD version of Agent Email, the agent has the ability to ?Delete? the message and this is missing in the Finesse version.  

The scenario is if a customer sends an email into the call center and an agent responds, a lot of the time, the customer may respond back with just a simple ?Thank You?.  In the Finesse version, this email would come back into the call center and when an agent gets this email, they do not have to respond to it ? they just need to Complete/Delete it.

Conditions:
In the current CAD version of Agent Email, the agent has the ability to ?Delete? the message and this is missing in the Finesse version.  

The scenario is if a customer sends an email into the call center and an agent responds, a lot of the time, the customer may respond back with just a simple ?Thank You?.  In the Finesse version, this email would come back into the call center and when an agent gets this email, they do not have to respond to it ? they just need to Complete/Delete it.
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