Genesys Cloud - Main

We have recently started email routing, one of the agents have gone on leave and he still have some interaction assigned to him. Can we reassign those Email Interactions to another user?

#DigitalChannels
#Reporting/Analytics

------------------------------
Gita Jogia
Voice Consultant – IT Services
------------------------------

Good day Gita

I'm not sure if this is currently possible to remove an in-progress email interaction from one agent to another.  The agent should be able to transfer it from their side to another agent, but the agent would need to log in.  You could also disconnect the interaction and then respond to the customer via the email queue using a new agent to initiate the conversation.

I found the following on the community and portal, not sure if there is anything that might help

https://community.genesys.com/discussion/viewing-and-reassigning-in-progress-email-interactions#:~:text=progress%20email%20interactions-,You%20can%20use%20the%20in%2Dqueue%20Email%20flow%20to%20transfer,1.

https://community.genesys.com/discussion/emails-reschedule-and-reassign

Hope this helps.

------------------------------
Stephan Taljaard
EMBEDIT s.r.o
------------------------------

Hello Gita,

You can have the interaction reassigned in one of three ways. The first would be to have the agent transfer the email, but they are currently not available. You can also disconnect the interaction and have another agent respond via the email queue. The third option allows you to manually assign the email to a different user as a supervisor down below. 

From https://help.mypurecloud.com/articles/agents-interactions-detail-view/

Reassign and self-assign a parked email

To reassign the parked email to another agent or queue:

1. Click Menu > Analytics > Analytics Workspace.
2. In the Default section, search for Agent Performance and then click the view name to open it.
3. From the Agents Performance Summary view, click an agent's name. The Agent's Performance Detail view displays. 
4. Click the Interactions tab. The Agents Interactions Detail view appears with interactions for the selected agent.
5. Select the required interaction.
6. Click the More  icon corresponding to the required interaction and click the Assign to Other  icon.
7. In the Search bar, enter the name of the agent or queue and click the name to reassign it to the agent or queue.

------------------------------
Jason Kleitz
Online Community Manager/Moderator
------------------------------