In my opinion, the auto-response feature wasn't a good experience because - unlike a CRM (e.g. Salesforce, ZenDesk, etc.) - CCX lacks any case management or email thread correlation. Every single email sent by a customer, including follow-up replies as simple as "Thanks!" resulted in an auto-response. Spam, which is likely to result in bounce back email if replied to, would also be problematic since the bounce back itself could trigger an auto response, possibly even an infinite loop. I encouraged CAD Agent Email customers not to use it and focus on a meaningful response from an agent to the customer.
On the topic of a review CSQ: I have been advocating better integration to Quality Management systems for both chat and email so they can be reviewed, scored, and measured the same way a call would. Whatever API allowed this would also conceivably allow the QM application to archive the email/chat as they do with call records today. Again, in my opinion, this would be a better experience and a better use of development time/money than re-implementing the review CSQ from CAD Agent Email. Thus far, my suggestion has yet to be incorporated into the product though.
If the customer wants the product to change they need to speak with their Cisco AM and articulate the functional shortcomings they feel are blocking a transition to Finesse. A business case explaining the monetary value is the only thing that I have seen successfully influence the product roadmap. I'm not a Cisco employee and even if I were, the support forums have no influence over the product roadmap.
