A place to ask questions, connect with others, and stay in the know
Developers can now manually assign waiting interactions to agents using the Routing and Conversation APIs. Interactions can remain stuck in a queue due to mismatched skills. This feature allows those interactions to be assigned to the appropriate agent. Enable a queue to support manual assignment using the Routing API and assign waiting interactions to an agent using the conversation ID. For more information, see Routing and Conversations in the Developer Center.
It's in development now – Ill show a screenshot in the upcoming Customer Roadmap Webinar next week. I'd anticipate we'll get to Beta this year and hopefully GA, but safely I'd say Q1 availability.
Sounds good! Please watch the idea for updates: ANA-I-140
Every year, Genesys® delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a ServiceSM so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud™, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.