Genesys Cloud (formerly PureCloud)

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Email

  • 1.  Email

    NEW MEMBER
    Posted 12-14-2020 15:38
    We are new to Genesys Cloud - just implementing it on Dec 3.  We came from PureConnect.  Our question is around email routing and how other users are using the tool?  Specifically when an agent receives an email it may take them time to respond, with time for research or confirmation from other departments.  How do you all handle the idea of "pausing" the clock or actual working time for that interaction?  The agent may spend 10 min on an email but wait 24 hours to hear back from legal.  There is no way, at least that I understand, that the agent can put the email interaction on hold.  Our director wants to know how much actual time the agent spent working on that interaction, not necessarily how long it took us to get back to the customer.  I would be interested in finding other organizations and understand how you use the tool.

    Thank you,
    #Routing(ACD/IVR)

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    Rob Rooney
    ARAG North America Incorporated
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  • 2.  RE: Email

    Posted 12-15-2020 09:18
    Hello Rob,

    This is indeed an issue that a lot of our customers are facing. Things like:
    • Previewing E-mails
    • Transferring them (moving actually) between Queues
    • Forwarding and Tracking
    • Searching (Historical and in Realtime views)
    • (and a bunch more)
    are much requested functionalities. There is an App in AppFoundry we've bullt to Support such functionalities, you might want to take a look at:
    Advanced Mail Interface
    We have a bunch of customers using it, so maybe it has benefits for you too?

    Regards,

    Marcel Ostendorf




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    NL Cloudoe
    Cloudoe BV
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  • 3.  RE: Email

    GENESYS
    Posted 12-16-2020 08:45
    Rob and NL, thanks for the questions and comments.  Regarding the ability to 'park' emails, we are looking to support workbins in 2021 as part of our 'Task Routing' initiative.  I'm hopeful we can not only support putting tasks into workbins (something you might be familiar with from IPA on PureConnect) but also support emails as well.

    To the points NL makes, we have a BETA release going our today to support Manual Assignment (aka Cherry Picking).  It does not have all the bells and whistles of the Email Preview Asset from PS (which I highly recommend), but it will allow a supervisor or an agent to pull a waiting interaction from the queue much like the PS asset.

    More to come on both of these but we hope to be able to meet your needs in the near future.

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    Chris Bohlin
    Product Manager - PureCloud
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  • 4.  RE: Email

    Posted 12-17-2020 11:53

    Hi Chris,

    You mentioned that you are looking to support workbins in 2021, can you give a more specific idea on timescale please ?

    Regards,

    Simon Gillespie.



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    Simon Gillespie
    acrinax Ltd
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  • 5.  RE: Email

    GENESYS
    Posted 30 days ago

    Not yet, Simon - but I will make sure to keep the community and associated ideas updated accordingly.



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    Chris Bohlin
    Product Manager - PureCloud
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  • 6.  RE: Email

    NEW MEMBER
    Posted 11 days ago
    Chris, you mentioned there was a Beta release going out and mentioned Email Preview Asset from PS.  Is this what you are referencing?

    I just want to make sure I am on the same page.

    Thanks
    Rob

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    Rob Rooney
    ARAG North America Incorporated
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  • 7.  RE: Email

    Top 25 Contributor
    Posted 11 days ago
    One other question here sorry Chris.  Where there is something like this Email Preview Asset, can we assume that it likely means that type of functionality (or for that matter anything that's a PS "asset") will never be integrated natively into Genesys Cloud and included in the existing licensing levels?

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    Vaun McCarthy
    NTT New Zealand Limited
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  • 8.  RE: Email

    GENESYS
    Posted 10 days ago
    Vaun - no - I would not say that we'll 'never' support this functionality natively - but I do think supporting 100% of it may be far off in to the future.  The beauty of these PS assets is the ability to search and filter emails on date, to/from, subject, etc quickly and scalably.  This is not something we've been able to support natively yet but are certainly looking to do more.  Additionally, the ability to disconnect interactions in bulk here is a great feature that we plan to support at some point in the product but we just haven't gotten there yet.

    The PS team and other develops have a leg-up in that they can host some of this functionality either locally or in S3 (as an example) which gives them a bit of extra scale and provides some flexibility we don't have in product....but I do think we will get there!

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    Chris Bohlin
    Product Manager - PureCloud
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  • 9.  RE: Email

    Posted 11 days ago
    Edited by NL Cloudoe 11 days ago
    Hello Mr Rooney,

    Maybe it would help to do a short preview of our Solution, which we've enrolled into the App Foundry? This has been released and developed specifically, on top of Genesys Cloud, for customers with e-mail and processes around it.
    We've onboarded about 10 international customers on the Solution and it's being improved still.

    No obligations....

    Regards

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    NL Cloudoe
    Cloudoe BV
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  • 10.  RE: Email

    NEW MEMBER
    Posted 10 days ago

    I see that you do not support US English.  Is there plans for that support in the future? We are located in North America.

     






  • 11.  RE: Email

    GENESYS
    Posted 10 days ago
    Yes, that's the one Rob.  Check out my next post where I respond to Vaun as i'll outline some of the key features and where it will differ from our solution!

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    Chris Bohlin
    Product Manager - PureCloud
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  • 12.  RE: Email

    GENESYS
    Posted 10 days ago
    Yes, that's the one Rob!

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    Chris Bohlin
    Product Manager - PureCloud
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