Email Center - Sent Date on Queue/Inbox lists for Emails, Shows Different Dates (Doc ID 1908933.1)

Last updated on MARCH 20, 2019

Applies to:

Symptoms

On : 12.1.3 version, Administration

ACTUAL BEHAVIOR
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IEM: Supervisor Message Received Date Issue

Queue Tab from either the Agent Console or Supervisor Console, the message Received Date is set to Date the actual message was sent.

Supervisor tab in Supervisor console then the Queue, the same message shows the Received Date.

If the date the email is received into Email Center is later than the sent date, there is a mismatch in the dates shown in the queue tabs.

It is important to the supervisor's to be able to see the original message sent date so that they can distribute/assign the oldest emails to agents.

EXPECTED BEHAVIOR
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The Received Date on the Supervisor Menu, is the send date of the email.

STEPS
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The issue can be reproduced at will with the following steps:

1. Send email to Email Center
2. Open the email and view the email in the queues.

BUSINESS IMPACT
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The issue has the following business impact:
Due to this issue, Supervisors can not determine the oldest emails and have these worked first.

Changes

Cause

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