Genesys Multicloud CX on-premises (formerly Engage on-premises)

Discussion Thread View
Expand all | Collapse all

Identify re queued non voice interaction in Composer routing.

  • 1.  Identify re queued non voice interaction in Composer routing.

    Posted 06-16-2021 04:24
    Hello,

    How to identify an interaction that is being requeued from Composer perspective so that based on some event, we can have some kind of handling for those interactions that are requeued to the same interaction queue. Any help ??

    Regards.
    Saif
    #GenesysEngageDev

    ------------------------------
    Saif Khan
    Accenture USA
    ------------------------------


  • 2.  RE: Identify re queued non voice interaction in Composer routing.

    Posted 08-05-2021 18:49
    Hi Saif,

    you can activate 'enable-place-in-queue-reason' option in IXN to get the reason for a requeueing (e.g., "Expired" for RONA):
    https://docs.genesys.com/Documentation/Options/Current/ES/InteractionServer-settings#enable-place-in-queue-reason

    kind regards
    Dominik

    ------------------------------
    Dominik Denner
    Tieto Austria GmbH
    ------------------------------