[cisco-voip] Finesse Unread Email Queue

[Anthony Holloway]

For your sake, I hope I'm wrong, but I don't think it exists.

It's my observation that Cisco is behind when it comes to omni-channel, and
other companies like Upstream Works are doing omni-channel far better.

I wonder if that's the Cisco master plan: do it just good enough to say you
have it, but not so good that people love it?  Kind of like how they dipped
their toes into Call Recording with Media Sense, but third parties were
just way beyond them, so they closed it down.

After all, Cisco did elect to not continue to support the FB and Twitter
integrations, leaving SM to basically be email and chat only.  Granted, you
can dig RSS feeds, but really, who's doing that?

On Tue, Nov 27, 2018 at 3:42 PM Jason Faraone <jasonf at buildabear.com> wrote:

> I’ve recently migrated our customer service agents over to Cisco Finesse
> for customer email, but I’m not seeing a lot in the way of reporting or
> wallboard support. Specifically, I’d really like to be able to see the
> number of “unread” emails in SocialMiner, so that our agents know how far
> behind on email we are. I don’t see anything like this in CUIC email
> reporting. I can’t just reference the originating Exchange inbox, as
> SocialMiner / UCCX marks them read as it ingests them. Am I just missing
> it, or does it not exist?
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