Hello,
In our EIM 4.3.2(8) implementation (ICM Enterprise integrated queues and agents), all new and incomplete activites auto-pushback to queue after 8 hours (overnight generally). The problem with this is, they're getting pushed to the back of the queue. I'd like to have all auto-pushback emails queue at a higher priority so that during days of high email volume, we don't get stragglers that keep getting pushed to the end of the queue while newer emails get handled.
I saw this:
http://docwiki.cisco.com/wiki/Transferred_Emails_Get_Sent_To_End_of_Queue
and thought maybe I could pull some Activity related column through to ICM to act on to change the priority... Not sure what I should use though. I considered looking at the "WHEN_CREATED" field and upping the priority in ICM if that's more than a day ago, but I wonder if there is a simpler way to do this.
Any help you can provide would be greatly appreciated.
-Jameson