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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


Description (partial)

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.

This is expected behavior but customer has requested the enhancement.
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