Hi all,
this is a silly question, but actually what is the purpose on "Send" on ECE when an agent on finesse want to send a reply to customer? For what i understood is when we "Send" the email, means we send a reply without closing the ticket. But why the activity stays on the dashboard and takes up the concurrent activity for that particular agent? While what we want was to send the reply, leave it opened, while let the agent do another case afterward. What not make sense to me is, when the customer replies that still opened case, that reply would not forwarded to the last replying agent, would it? so there will be two active case with same ticket but on different agent. I think when the agent "Send", the email should sent and then the activity gone just like we "Send & complete".
The ECE 12.5 was deployed with PCCE 12.5
