Genesys Cloud CX (formerly PureCloud)

Discussion Thread View
Expand all | Collapse all

Email position when changing queues

  • 1.  Email position when changing queues

    Posted 07-22-2021 06:40

    We have been using Genesys since Jan 2021 and I have had a query from one of our contact centres, we have two Email queues and if an email is received in one queue and needs to be moved to the second queue the agents are reporting that it goes to the back of the 2nd queue in terms of position and not managed by date received into the business. Firstly is this the correct default process and secondly can it be changed?


    Jason Beney
    Bedfordshire Pilgrim Housing Association

  • 2.  RE: Email position when changing queues

    Posted 07-28-2021 20:26
    Yes, this is normal behavior.  The queue transfer is just queuing the call, not looking at how long it was in the first queue or in the system.  I don't know of a good way to take care of this until we have the new set priority in queue API.

    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect

  • 3.  RE: Email position when changing queues

    Posted 08-02-2021 16:44
    The Update priority api is already available

    Works fine, only limitation is other API calls are not updated so if you use another API to check the Priority it will show the old priority, but it does update it.

    Anton Vroon