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Cisco Bug: CSCvr92542 - Activities are stuck when agent is unavailable when 'Personalized Activity Assignment' is configured

Last Modified

Jan 22, 2020

Products (1)

  • Cisco Enterprise Chat and Email

Known Affected Releases

12.0(1) 12.0(1)ES1 12.0(1)ES2 12.0(1)ES3

Description (partial)

Here is the scenario:
1. Agent 1 gets an email.
2. Agent 1 replies to an email.
3. Agent 1 goes  not available for emails but is still logged in to the system.  
4. Customer responds to email.
5. The customer email  gets queued to Agent 1 and it not put in the general queue even though Agent 1 is Not Available for emails.

It says the agent  needs to be logged in AND Available.

Have Personalized activity assignment set to Logged In

Logged in: Activities are assigned to the agent only when the agent is logged in to the application and
is available for emails (Availability options in agent inbox are selected).
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Bug Details Include

  • Full Description (including symptoms, conditions and workarounds)
  • Status
  • Severity
  • Known Fixed Releases
  • Related Community Discussions
  • Number of Related Support Cases
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