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Cisco Bug: CSCvt49356 - Customer wants to configure sticky email timeout in minutes

Last Modified

Jul 20, 2020

Products (1)

  • Cisco SocialMiner

Known Affected Releases

11.6(2)

Description (partial)

Symptom:
Customer needs to set the sticky email timeout in minutes to adhere to KPI they have. If agent logs out after replying to email, further communication email wait for 1 hour and then get assigned to next agent.


In addition to above ask, cu should be able to disable the sticky timeout feature either by setting it to 0 or via other avenues. It is a legitimate ask for cu who often deals with SLA, having to reply to their consumers' mails within an hour.

Conditions:
This is expected behavior but customer has requested the enhancement.
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Bug Details Include

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