Hello,

When an email is blind transferred directly to an agent, and that agent declines to answer it, it is disconnected.
Is there a way to stop this from happening? This is important as it's also very hard to identify when this is happening, from a reporting POV. 

I can't see any permissions, or options to change this behaviour. 

Thoughts?


#DigitalChannels
#Omni-ChannelDesktop/UserInterface

------------------------------
Will Bellerby
Pyrios NZ Ltd
------------------------------

Hi Will,

The same happens with the other interaction types (Chat, Facebook message...). The message goes into a "black hole" until the customer reply again.

What the Agent can do is to create a new interaction and send a response on behalf of the queue to the customer.




------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 08-13-2020 00:24
From: Will Bellerby
Subject: Decline a Transferred Email

Hello,

When an email is blind transferred directly to an agent, and that agent declines to answer it, it is disconnected.
Is there a way to stop this from happening? This is important as it's also very hard to identify when this is happening, from a reporting POV.

I can't see any permissions, or options to change this behaviour.

Thoughts?

#DigitalChannels
#Omni-ChannelDesktop/UserInterface

------------------------------
Will Bellerby
Pyrios NZ Ltd
------------------------------

Hello,

the behavior described by Will is still happening. Was someone able to find the solution since then?

Interactions falling into the "black hole" is not the best explanation for the customer.

------------------------------
Jakub Zita
Alcasys Slovakia a.s
------------------------------

Original Message:
Sent: 09-10-2020 04:18
From: Paulo Mesquita
Subject: Decline a Transferred Email

Hi Will,

The same happens with the other interaction types (Chat, Facebook message...). The message goes into a "black hole" until the customer reply again.

What the Agent can do is to create a new interaction and send a response on behalf of the queue to the customer.

------------------------------
Paulo Mesquita
Spark NZ Trading

Original Message:
Sent: 08-13-2020 00:24
From: Will Bellerby
Subject: Decline a Transferred Email

Hello,

When an email is blind transferred directly to an agent, and that agent declines to answer it, it is disconnected.
Is there a way to stop this from happening? This is important as it's also very hard to identify when this is happening, from a reporting POV.

I can't see any permissions, or options to change this behaviour.

Thoughts?

#DigitalChannels
#Omni-ChannelDesktop/UserInterface

------------------------------
Will Bellerby
Pyrios NZ Ltd
------------------------------