Genesys Cloud - Main

In testing out the functionality for parking email interactions so that we can create standard work for our teams we discovered something that i'm not sure was intentional or a bug. When you go in and reassign a parked interaction to either an agent or a queue the original owner of the email (the person who first got the interaction regardless of who else has had it or how many times it's been parked) gets and alert and the original email drops in to them on auto answer. The only option they have is to select a wrap code and select done. Was this intended behavior? 

#Omni-ChannelDesktop/UserInterface

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Kathryn Haines
Owens Corning Sales, LLC.
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Hello Kathryn, 

This doesn't sound like expected behavior. This is a new feature and maybe experiencing some glitches. I would open a Customer Care Routing team support case and explain whats happening. Please provide interaction ids that exhibit this behavior. 

Cheers, 

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Cameron Tomlin
Online Community Manager/Moderator
Genesys - Employees
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Original Message:
Sent: 09-11-2024 12:24
From: Kathryn Haines
Subject: Another Parking Emails Question

In testing out the functionality for parking email interactions so that we can create standard work for our teams we discovered something that i'm not sure was intentional or a bug. When you go in and reassign a parked interaction to either an agent or a queue the original owner of the email (the person who first got the interaction regardless of who else has had it or how many times it's been parked) gets and alert and the original email drops in to them on auto answer. The only option they have is to select a wrap code and select done. Was this intended behavior? 

#Omni-ChannelDesktop/UserInterface

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Kathryn Haines
Owens Corning Sales, LLC.
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