AWA Inbox cleanup

mpmacconnell
Tera Guru

3 hours ago

I have a question. We are setting up AWA to have items auto assigned. I noticed that the inbox gets a lot of items with the button to open. Since they are auto assigned, is there something that can be done to clean up an agents inbox automatically. Even if it is say after two days they are removed? Asking because they most likely will just us the default lists for Assigned To Me or Assigned to My group.

 

I know the inbox is nice, but those getting them assigned will not be looking for Chats it is just the other queue work.

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PrasannaKuD
Giga Contributor

2 hours ago

Hi @mpmacconnell ,

The Workspace Inbox is driven by Inbox Sources (queries on tables). You can edit those conditions so older items simply don’t appear, even if they’re still assigned.
Open Now Platform UI → Workspace -> Configuration -> Inbox (or) Agent Workspace -> Workspace Experience -> Inbox then Open the Inbox source(s) for required tables
Hope this will work for your query. 
Thanks & Regards,
Prasanna Kumar
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PrasannaKuD
Giga Contributor

2 hours ago

Hi @mpmacconnell ,

The Workspace Inbox is driven by Inbox Sources (queries on tables). You can edit those conditions so older items simply don’t appear, even if they’re still assigned.
Open Now Platform UI → Workspace -> Configuration -> Inbox (or) Agent Workspace -> Workspace Experience -> Inbox then Open the Inbox source(s) for required tables
Hope this will work for your query. 
Thanks & Regards,
Prasanna Kumar
0 Helpfuls