A fairly simple way to pull a supervisor name from a workgroup is to assign the supervisor as a supervisor for the workgroup in the roles/supervisors tab of the workgroup in Interaction Administrator. Then, to retrieve the value, use a custom handler to retrieve the value from directory services. It is populated in the following path:
\%SITENAME%\Production\Workgroups\%WORKGROUPNAME%\Supervisors
If you don't want to give your supervisor the other features associated with being assigned a workgroup supervisor in Interaction Administrator (assistance requests), you could also just set their name/username/email address as a custom attribute on the workgroup and retrieve it the same way.
Your email transfer would also be done with handlers. If you're not familiar with handlers and plan on making more customizations like this, I recommend looking at the ICHD course offered by Genesys.
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Aaron Lael
State of Utah
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Original Message:
Sent: 08-13-2019 06:58
From: sadhana gandhari
Subject: Tansfer a mail to supervisor when the email interaction is for the fourth time
HI,
I am working on email flow where there is a stage to transfer a mail to supervisor if the interaction is for the fourth time. So,how can we get a supervisor name for a particular workgroup and make an email transfer to the supervisor.
#Unsure/Other
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sadhana gandhari
The Customer Experience Lab
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