Hi Heather,
Are replies back to the email routing to the
queue or a
flow? As far as I understand, the system only uses preferred agent routing for emails if emails are sent directly to a queue. Note this comment in the Resource Center:
Genesys Cloud attempts to route email replies to the last agent who handled the email. The agent must be on queue and not be fully utilized on email interactions. If the agent is not available, Genesys Cloud routes the interaction to the next available agent. For more information about how to determine if an agent is fully utilized, see
Configure agent utilization.
For email and messaging interactions, and inbound callbacks, when you use preferred agent routing, Genesys Cloud no longer attempts to route the interaction to the last agent who handled it. Scheduled callbacks, however, is unaffected by preferred agent routing. For more information, see
Advanced routing overview.
Note: Currently, this behavior only works if you send the email directly to a queue, not if you leverage Architect email flow
https://help.mypurecloud.com/articles/about-acd-email-routing/Thanks,
Peter
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Peter Stoltenberg
Avtex Solutions, LLC
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Original Message:
Sent: 01-14-2022 10:59
From: Heather Higginbotham
Subject: Email reply routing
Is there a way to set up email routing that when someone replies to an email sent from an agent, instead of routing back to that agent it would just route to the general queue for anyone to answer?
#Routing(ACD/IVR)
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Heather Higginbotham
Cox Automotive Corporate Services, LLC
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