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Old 05-07-2013, 02:35 AM
oleskare oleskare is offline
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Join Date: Dec 2010
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Default AACC: Queueing of emails to same agent

AACC 6.2 with MultiMedia (email).

Email contact has been answered by Agent A. Agent A make a reply back to customer asking for more information. Customer make a reply back again with answer.

Does the CCMM queue the contact (email) to same agent (Agent A) or to the longest idle agent?

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