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When working on cases it is often required to reach out internally. If doing so by email using the built-in email functionality of CS app, it is not possible to see, whether a contact (internal) is available or not. It would be nice to have the same feature as in Outlook, where, before sending an email, it can be seen, whether a contact has set an out of office reply or not. This of course only refers to internal contacts (i.e. same Exchange Server).
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Seeing the availability of a contact (internally) supports the user in deciding whether or not he/she needs to reach out to another contact. If for example the system will show that an internal contact is ooo the next two weeks, agent can send email to another contact instead of first sending it, getting the ooo reply and then re-sending the email to another (available) contact.

Category: Customer Service (Case Management / Queues)