Thanks Robert, that sounds interesting and isn't something that I'd come across as an option until now. Sorry I'm not in a position to reach out to someone commercially on this as the customer themselves has a completely separate SF vendor relationship that we only have limited input on and that has already presented some challenges.
But if I'm following you correctly, rather than use the integration piece where there's a recommendation to use a process builder flow to direct the email as a third party interaction to a queue or email flow, you're saying to instead have some notification/forward mechanism (I don't know where that would be in SF) which goes to a completely separate email address which is setup under the standard domain/mailbox email settings in Genesys Cloud? Would it be something along the lines of creating a "queue" in SF that has an email address which in turn is mapped within Genesys? Then the queue becomes the default case owner for new cases?
In that scenario, I'm guessing email response and content is now within Genesys Cloud, but if the customer did want that content in SF there's an activity mapping item to take that over similar to chat transcripts to add it as a task against the case's activity log? How would manually initiated outbound emails work under that scenario or email campaigns?
I'm trying to get a handle on how the email threading and content work under that scenario.
Once we present a list of options to the customer, if they happen to still opt for email to case and use the process builder/integration as a third party email, how would that track as far as metrics for WFM go? To me it's a big enough problem that way not having email addressing or subject details within Genesys Cloud so your suggestion here really appeals to me.
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Vaun McCarthy
NTT New Zealand Limited
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Original Message:
Sent: 02-26-2021 00:17
From: Robert Wakefield-Carl
Subject: Email via Salesforce (email to case) vs Email via Genesys Cloud (using integration) and WFM/metrics
I would not recommend you route the cases through SFDC for emails. Yes, you can use the Case to Email functionality to create the cases as needed, but I would then use case notification as Email to a queue in Genesys Cloud with the case number in the subject and use that to pop the case. That way you get full reconciliation of all aspects and you get the SFDC case creation. Agent will get the email, work the case then close the email and you can initiate screen recording and have full reporting of time to work cases for WFM to schedule with. Best of both worlds. Need more help with this? Contact me or anyone at Avtex.
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Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
robertwc@avtex.com
https://www.Avtex.com
https://RobertWC.Blogspot.com
Original Message:
Sent: 02-25-2021 18:14
From: Vaun McCarthy
Subject: Email via Salesforce (email to case) vs Email via Genesys Cloud (using integration) and WFM/metrics
Hi guys
Can someone please tell me the implications from a WFM/metrics monitoring and reporting perspective when having email come in to Genesys Cloud directly vs coming through the SF email to case function and integration?
In both cases, how is AHT and other metrics stored, reported on etc for general reporting and for WFM planning, forecasting and scheduling?
I'm recommending to a customer that they go with emails entering SF first using email to case but I need to know what issues we may have downstream from that decision.
Thanks
#ArchitectureandDesign
#Integrations
#Omni-ChannelDesktop/UserInterface
#SystemAdministration
#Unsure/Other
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Vaun McCarthy
NTT New Zealand Limited
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