E-mail only get allocated to an Agent for XX amount of time even after you have defined the "Time Limit for Accepting E-Mails" setting in SAP Contact Center System Configuration to be 1 week.
SAP Business Communication Management 7.0 and up
E-mail allocation timeout, Contact Allocation Timeouts, Ch_AcceptTimeLimit, time Limit for Accepting E-Mails , KBA , CRM-CCI , Contact Center Infrastructure , Problem
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