Karl | 2022-06-07 02:20:15 UTC | #1
Is there a way to look at excessively long ACCEPTED interactions and have them be reassigned back into queue?
Example: Agent accepts an email and begins working it. They then leave to go on vacation. Is there an automated way through the API for me to look at really long interactions and have them go back into queue?
Thank you.
jacobshaw | 2022-06-08 16:09:34 UTC | #2
Hi Karl, Based on this older post, there's not a way to set an automatic timeout with the API, so you would need to do it manually/programatically. However, I think the POST /api/v2/conversations/emails/{conversationId}/participants/{participantId}/replace resource will allow you to transfer the email back to the queue
https://developer.genesys.cloud/forum/t/returning-unfinished-email-to-queue/2958
https://developer.genesys.cloud/openapi-explorer/index.html?openApiUrl=https://api.mypurecloud.com/api/v2/docs/swagger&host=api.mypurecloud.com&shareUrl=https://developer.genesys.cloud%2Fdeveloper-tools%2F%23%2Fapi-explorer%3F#request4
system | 2022-07-09 16:10:19 UTC | #3
This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.
This post was migrated from the old Developer Forum.
ref: 15031