Hi Barry,
the purpose of archiving the mails is that to move the mails from the PRIMARY database to LAMBDA database after they response to a mail and it is used for generating the reports.
Once mails are moved to LAMBDA database there is no way the agent can retrieve those mails back or search on them.
If you are using this feature for moving the mails from the agent queue and if Lambda runs
in background, the mails will be deleted from Primary and will impact the reporting data.
We should NOT encourage agents to archive anything they will need to work on later - the system isn't really designed for this to work well, especially since the agent will
normally not know how long LAMBDA will wait, and might totally lose their work if they
wait too long.
There is a possible workaround:
The Process Messages-->Search options of "Incoming Archived Unreplied" and "Internal Archived Unreplied" are ways to find mail that were archived by the agent that should have been responded to.
Problem is that if the Lambda completed the run in between the mails would not be there anymore.
Other options would involve some custom programming using CEM API, but that task is performed only with the help of Cisco Advanced Services.
Regards,
Riccardo
