Genesys Cloud (formerly PureCloud)

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Decline a Transferred Email

  • 1.  Decline a Transferred Email

    Posted 08-13-2020 00:25

    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.



    Will Bellerby
    Pyrios NZ Ltd

  • 2.  RE: Decline a Transferred Email

    Posted 20 days ago
    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