Hello eGain Support Team,
On eGain is it possible for a customer’s email be automatically routed to an agent who earlier worked on the activity Case ID?
Yes, you can route emails to a specific agent.
SME: There is one partition setting under email which takes care of personalized activity assignment. Once you enable the setting, the email will route automatically to the same agent who earlier worked on the case.
And what happens with that activity or case if the customer is not available? Are they assigned back to the queue and worked by the next available agent in that queue?
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Hi Vicky,
If the agent is not available, the email will be routed to the next available agent in the queue.
Thanks
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