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Former Member
Oct 29, 2009 at 09:06 AM

Reset Reservation on email in Agent Inbox

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Hi Gurus,

Hopefully this is an easy one for you, the question sounds simple enough to me anyway! ๐Ÿ˜Š

A user is able to reserve and reset reservation on emails in the Agent Inbox so that the email can be locked for processing by that user.

If a user reserves an email and never returns to it, it cannot be processed by another agent - is there some way of resetting reservations on emails that can be done by a functional analyst in the back end, or perhaps can be given in the Web UI to the line manager of the team handling the emails?

Many thanks,

Andrew Griffin.