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-   -   Completed status on Emails (http://support.avaya.com/forums/showthread.php?t=10365)

edlau 08-27-2015 12:33 PM

Completed status on Emails
What is exactly the purpose for Completed state in Email flows?

An agent cannot receive more emails until they "complete" each email on their inbox, but that does not mean that ALL complete interaction (of answers and responses) of this email chain has been already completely finished, and the customer does not need to do more requests.

Or there is any state that can tag to all the email chain as completely completed and finished?


marquardt 09-24-2015 07:23 AM

Completed Email
A complete Email means the task is closed (finished).
[in telephony the conversation ended]
The complete state depends not on any action like reply. I
A complete Email Counts for the statistics and only a completed Email can be archived.

edlau 02-10-2016 07:51 AM


Using your comparison to a voice session (conversation ended), an email interaction (and specially under the same ticket ID), has many invidual emails going back and forth, until the inquiry is really attended.

So, it is not clear why it is necessary to Complete each unique email interaction to continue receiving more emails in the agent's tray that are under the same ticket ID, when the email "conversation" has not truly ended or being COMPLETED.

I think that this use mode causes confussion about the Completed State.

Please let me know if this is the regular behavior or another use mode should be used to differentiate between terminating an individual email interaction, or finishing all emails related under the same ticket ID.

marquardt 02-11-2016 12:30 AM

Complete an E-mail
Complete an E-mail is a regular behavior of a contact center E-mail.

This is similar to the end of an conversation in the telephony mode.
After finishing a conversation the Agent can set an job code and take some after work. Then the Agent finishs (ends) the task.

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