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#133 Queue management

closed
Andrew Veitch
5
2006-08-21
2005-11-07
Andrew Veitch
No

Another opinion from a potential customer (contact centre):

Imagine a scenario where there is no one logged into the system and
email is building up. The email arriving is a mix of urgent, important
and unimportant email.

As soon as the first person logs into the system they should be
allocated the most urgent email, regardless of which email arrives
first.

The second person to log in should also just get urgent email.

Once all the urgent email has been done they should then get the
important email to work on.

Users should not be allowed to "cherry pick" what they want to deal
with, they should just be given a particular ticket which the system
believes is the most urgent.

Discussion

  • vishal
    vishal
    2006-03-04

    Logged In: YES
    user_id=1407371

    Though I have not used mailmanager. This fetaure request
    makes me feel that the users/responders are allowed to pull
    e-mails on wish.

     
  • vishal
    vishal
    2006-03-04

    Logged In: YES
    user_id=1407371

    Though I have not used mailmanager. This fetaure request
    makes me feel that the users/responders are allowed to pull
    e-mails on wish.This is not good as this will effect SLA the
    contact centre are trying to achive.
    imho this must be done asap. But my latest talk to kevc on
    IRC revealed that its comming up in Version 2.1

     
  • Andrew Veitch
    Andrew Veitch
    2006-08-21

    Logged In: YES
    user_id=753066

    This is done in 2.1

     
  • Andrew Veitch
    Andrew Veitch
    2006-08-21

    • assigned_to: nobody --> aveitch
    • status: open --> closed