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Over 5 hours in inbox

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edited Oct 3, 2018 2:05PM in Agent Desktop 1 comment

Summary

Remove incident from assigned accounts inbox if in users queue for over 5 hours

Content

Hi, 

I want to create a rule that if an incident is in an agents inbox for over 5 hours then it gets pulled back to the main queue. 

When agents are sick, or take a day off and they have incidents in their inbox just sitting their.

I also want a rule that if the status is "Customer reply" then only assign it to the same agent if the agent is logged in, otherwise should be pulled to main queue.

Ta, 

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