Required Agent

Required Agent for Tasks

Added in 1608:

In systems, where tasks arrive to the e-mail queue from the RTI or TMI interface, it is possible to define the required agent for the task, and a waiting time for this requirement. If the required agent is defined for the contact, only the defined agent can receive the task. After the expiry time, the task is available for all agents in the queue.

The required agent is defined in the RTI/TMI interface. The tasks can be TMI tasks (type TASK), ECF tasks (type XRI), e-mails (type EMAIL) or action items (type ACTION), the queue can be defined either by GUID or name, or e-mail address, and the agent either by GUID, or user name. For more information, see TMI Integration Interface document.

Do not mix this function with Preferred Agent, see Configuring Channel Settings.

Default Expiry Time for Required Agent

There is a channel setting in System Management > Channels > E-Mail Channel > E-Mail Settings > Default Expiry Time for Required Agent, where you can define the time, after which agent requirement is removed from the contact. As of 1705, you can also define this setting in Queue Settings > Queues > E-Mail Settings.

The default expiry time is 1 week.

Required Agent for E-Mails

Added in 1705:

With this function, the e-mail is offered to the same agent who originally answered the e-mail but the agent’s status (not ready/ready or logged on to the queue/logged off from the queue) is also taken into consideration when the e-mail is routed. To activate this function, select Use Required Agent Instead of Preferred Agent in System Management > Channels > E-Mail Channel > E-Mail Settings or in Queue Settings > Queues > E-Mail Settings. Set the time after which there's no required agent but the e-mail can be offered to any agent with the setting Default Expiry Time for Required Agent. Both Preferred Agent and Use Required Agent Instead of Preferred Agent must be activated for the required agent function to work.

Note the difference to the the preferred agent function in which the e-mail is also offered to the same agent who originally answered the e-mail but the agent’s status has no effect. In CDT, the e-mail goes to the agent’s pending list. In ECF, the e-mail is being offered to the agent until the time limit defined in Time Limit for Accepting E-Mails has been reached.

Contact Routing with Required Agent and Preferred Agent Functions