Genesys Cloud CX

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  • 1.  Genesys Cloud Email Question

    Posted 10-20-2020 09:46
    Good day,

    Quick question - once an agent accepts an email, is there a way to suspend it and work on it at a later time?  In my testing, I have only been able to reply then disconnect it.

    Thanks!
    #Routing(ACD/IVR)

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    Michael McQuaid
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  • 2.  RE: Genesys Cloud Email Question

    Posted 10-20-2020 17:27
    I'm not aware of a way.  If the agent declines it, the agent goes to "not responding" and the email just routes to the next person.
    What you might want to try is adding a wrap up code to the email - something to 'flag' it as still needing action and then access it via the interactions panel - OR - create a queue that the email can be transferred to.  The agents would need the ability to activate/deactivate themselves from queues and then activate themselves when they want to go back and look at the email again.

    Just throwing out some ideas -

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    Brenda Wynne
    Alcon Vision LLC
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  • 3.  RE: Genesys Cloud Email Question

    Posted 10-21-2020 02:28
    Hello Michael
    For reference, there is a related idea here that has been accepted by the product team for further evaluation CLDIG-I-518

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    Thanks and regards
    Blair Wilkinson
    CVT (Global) Pty Ltd
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  • 4.  RE: Genesys Cloud Email Question

    Posted 10-21-2020 13:06
    Voted

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    Nathan Smith
    ConvergeOne, Inc.
    ndsmith@convergeone.com
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  • 5.  RE: Genesys Cloud Email Question

    Posted 09-28-2022 23:18
    Hi
    I have a similar question. We have a business scenario where at the end of the day, if the agent hasn't completed working on an email, he wants to send it back to the Q - however , this email should now be at the top of the Q rather than the bottom , as it technically arrived earlier ( and to meet SLA requirements ).

    Is there a way to achieve this - thanks in advance

    Also, I cannot see this idea link CLDIG-I-518 - Can someone tell me what happened to this - thanks

    Regards
    Tilly

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    Tilly Ramachandran
    Byte Information Technology
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