Can anyone let me know if prioritization of social contacts is supported in Cisco SocialMiner? If yes, how can I check this feature on SocialMiner interface? Also, about defining workflows and management of agent queues. Are these the supported features as well?
What do impact do you want the prioritization to have? (SM doesn't assign contacts. They are in a list. The user can pick them in any order.)
You can tag contacts with "Priority" and filter to only see those. Or you can tag some with "Priority 1" and some with "Priority 2" etc. and filter to show the P1's or show the P2's etc. ...so you can put priorities in the tags and using filters you can show users certain priorities.