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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Original Message:
Sent: 12-15-2020 09:17
From: NL Cloudoe
Subject: Email
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
Original Message:
Sent: 12-14-2020 15:37
From: Rob Rooney
Subject: Email
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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