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Cisco Bug: CSCvs24613 - Social Miner emails being assigned as per FIFO and not date/time.

Last Modified

Oct 12, 2020

Products (1)

  • Cisco SocialMiner

Known Affected Releases

11.6(2)

Description (partial)

Symptom:
Customer has informed that they are getting 5 emails assigned per engineer. If those emails are not addressed and due to failure the agent is logged out or the browser crashes. Those emails are sent back to the queue.
 
These emails are assigned in the order of queue time, it means that the emails that which were already present in the queue are assigned first and not the emails which were pushed into the queue due to abrupt logout.

They wish if the emails can be assigned in order of date and time they came in to avoid their SLAs.

Conditions:
This is the expected behavior to assign emails as per FIFO. This enhancement request to check if the emails  can be assigned as per Date and time.
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Bug Details Include

  • Full Description (including symptoms, conditions and workarounds)
  • Status
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