EIM 4.3 - Closing Cases

Question

Hello,
Had an interesting scenaio (yet very likely) in testing today using integrated EIM.
Email came in to agent
    - Auto Reply sent to customer
    - Customer replied - thanks for auto reply, and added additional information - setting off exception queue routing
    - Customer replied one more time.... "thanks sorry for all the hassle......"
Agent could not complete first case as there was a pending email
Agent could search on open case activities and saw emails in queue - exception queue and integrated queue
Agent can not pick emails
Agent had to ask integrated adminstrator/supervisor to find exception queue email and then forward that to the queue or complete the email for the agent(as the supervisor cannot send directly to an agent)
Agent then had to complete another 2 emails in queue - task limit is set to 1
Agent could then work on exception queue email
Agent could then work on final reply email.
... that was a perfect scenario where with custom code, the last agent who worked the case received the next email.
If this went to another agent in queue and you did not have a queue configured per agent, it would be a real mess to get that closed off!
Has anyone else ran into this? This isn't an issue with non-integrated.
Thanks!
Barry

Answer 1

Hello,
Unfortunately I can't think of how you would do this in integrated... using non-integrated, you could just have your agent create their own task assign it to the current case, and then change the due date so that the task would then show up as red when it hit that date. In non-integrated, maximum activities and tasks are two different settings.
Using Integrated, I think you are stuck leaving the activity open, which of course would blow your SLA, and stop you from having new activities assigned to you.
I think you would have to setup some kind of reminder using other software to follow up with the agent. At that point, the agent may be able to do a search on the case, and re-open it and then send and email, but I have never tried this (it may not work).
By default, agents do not have permissions to 'send messages', so if you wanted an agent to be able to send externally from EIM, you need to add this permission, as well, you would somehow need to mask their outbound email address and set it to one of your company defaults so that customer's do not start conversing directly with the agent outside of your routing rules.
Thanks!
Barry