Inbound email receiving and processing: push and pull

Hi Experts
i know there are 2 alternative ways to configure the inbound email receiving and processing: push and pull
(see also /people/cathy.ma/blog/2009/06/23/introduction-to-the-interaction-center-agent-inbox)
My question is: what if i configured the email in push and, at the end of day, some emails are not already read by the Contact Center Operator ?
The day after will the agent see those unread email in the push queue, or in pull in the Agent Inbox (thus transforming them into work item) ?
Those emails are not lost. True?
Maybe it is a simplistic question
thanks for the support
Angelo T.

Hello Angelo,
No, actually. ICI interface "push" emails are handled just like a telephone call. You would never leave a telephone call sitting in the queue at the end of the day, and its the same with ICI emails. The key here is that ICI is real time! This is quite a different approach than the SAPConnect interface which uses workflow to route the emails to an Inbox (virtual queue). In the Inbox case, of course an agent would see lots of emails sitting in the queue the next day. Hope that helps!
Regards,
John

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[SAP Note 455140|https://websmp130.sap-ag.de/sap(bD1lbiZjPTAwMQ==)/bc/bsp/spn/sapnotes/index2.htm?numm=455140]
[SAP Note 1236270|https://websmp130.sap-ag.de/sap(bD1lbiZjPTAwMQ==)/bc/bsp/spn/sapnotes/index2.htm?numm=1236270}
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Inbound email receiving and processing: push and pull

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