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Finesse to SocialMiner Flow

We are having an issue with our new Task Routing setup. We are getting tasks properly routed to Finesse agents via Task Routing so that direction of flow is working. What isn't working is that Closed tasks by Finesse agents are not being removed from SocialMiner and RONA tasks are not being requeued to SocialMiner (again by Finesse). Both would indicate that the messaging flow from Finesse back to SocialMiner is not working (as the documentation says it is Finesse that reports both of these back to SocialMiner). Now I don't recall seeing any configuration where Finesse is given the SocialMiner info directly. Does anyone know what the messaging flow is for traffic from Finesse back to SocialMiner is and what parties are involved? Also what logs would be useful to check. We have confirmed that the Finesse AWDB user is properly configured as per the Cisco Task Routing section of the UCCE Features Guide.

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Cisco Employee

Your question is being answered in the Task Routing forum: Finesse to SocialMiner Flow

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Highlighted
Cisco Employee

Your question is being answered in the Task Routing forum: Finesse to SocialMiner Flow

View solution in original post