receive chat/messages during non working hours of CCE agents

[helawamry]

Hi,

we have ECE ver. 12 integrating cisco CCE with Finesse agents, the customer has request to receive chats/messages from social media channels like (FB, Twitter, etc..) or notifications that there is customer sent chat/message during non working hours of agents so, agents when they login on ECE receive these chats or messages or its notifications.

Can ECE do this feature and how?

Thanks

[david.macias]

So the issue would be that the chat would be no longer active by the time the agent logs in, thus no longer in queue, right? Assuming so I think you'll have to create some middleware which handles the sending of messages back and forth and is aware when you close. At that point, it "queues" the messages and starts delivering them when you open.

david