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  • 1.  Email Requeue

    Posted 08-16-2019 15:47
    An agent picks up an email interaction and requeues it back to the queue.  When the agent comes in the next day, the email always presents back to the agent.  Is there a way the email can be picked up by other agents in the queue?
    #Routing(ACD/IVR)

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    Edward Wu
    BANK OF HAWAII
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  • 2.  RE: Email Requeue

    GENESYS
    Posted 08-16-2019 16:55
    I don't know how the agent is doing the requeue, but PureCloud specifically tries to send ACD emails back to the same agent every time if he is available to enhance the customer experience. No way to turn that feature off that I know of. The emails should go to other agents, though, if the original agent is not available and the email is selected for routing.

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    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
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  • 3.  RE: Email Requeue

    Posted 08-16-2019 17:14
    Thanks for the response George.  Requeue means transfer sorry!  If you said "The emails should go to other agents, though, if the original agent is not available and the email is selected for routing.", not available means offline, off the queue?  What do you mean the email is selected for routing?

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    Edward Wu
    BANK OF HAWAII
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  • 4.  RE: Email Requeue

    GENESYS
    Posted 08-19-2019 10:01
    "Not available" means either in an After Call Work state (the client is waiting for the agent to assign a wrap-up code), or Offline, or Off Queue.

    When the agent transfers the email back to the Queue, the ACD microservices take charge of the email and perform the process of selecting the best agent to receive it...ACD routing starts over again.

    So, after the transfer, the email sits in queue and gets routed like any other email in queue. I'm guessing that after the transfer the email sits in queue for a while behind other emails, and gets routed back to the first agent when they come available.

    You will need to contact Care and open a case for them to analyze the logs in the background to figure out exactly what is happening.

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    George Ganahl GCP (PureCloud) ICCE CCXP
    Principal Technology Consultant
    Genesys
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  • 5.  RE: Email Requeue

    Posted 04-24-2022 20:45
    You can look at a more advanced email app for Genesys Cloud:
    https://appfoundry.genesys.com/filter/genesyscloud/listing/59c44a27-fb86-4806-8640-18a99c7f544f


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    Maksim Gill
    Eccentex, Inc.
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