Genesys Cloud - Main

Hi,

When can we expect a 'Cherry Picking' Feature?

We can't access emails in the queue and need to wait until they are at the front of the queue before we can open them - not ideal if there is a complaint sitting in the queue or if a customer has sent a document we need to assess urgently.

There are so many times we could utilise a feature like this, apparently it's been on the roadmap for two years.

There are so many discussion threads on-going regarding this feature but with vary vague responses.

We really need this feature, so please explain when we can expect to see it rolled out.

Many thanks,
Cara

#Roadmap/NewFeatures

------------------------------
Cara Ovens
Postcode Lottery Limited
------------------------------

Cara, 'Manual Assignment' (f/k/a Cherry picking), is a project we'll be kicking of in the first part of 2020 and I hope to be able to deliver a phase 1 solution in the latter part of the second quarter.  We are leaning towards API support for this feature in the first phase and will add UI support after that.

I'd be happy to run through the expected functionality with you if you are interested. 

Feel free to reach out to me directly at chris.bohlin@genesys.com

Thanks,
Chris

------------------------------
Chris Bohlin
Product Manager - PureCloud
------------------------------

Hi Chris, 

Is this function still on track to be released? If so, what's the expected release date?

@Scott Schleisman @Adrian Gardea @Bruce Lambert​​​​

------------------------------
Trey Smith
Bright Horizons Family Solutions LLC
------------------------------

Original Message:
Sent: 12-04-2019 10:53
From: Chris Bohlin
Subject: Cherry Picking - a much needed function

Cara, 'Manual Assignment' (f/k/a Cherry picking), is a project we'll be kicking of in the first part of 2020 and I hope to be able to deliver a phase 1 solution in the latter part of the second quarter.  We are leaning towards API support for this feature in the first phase and will add UI support after that.

I'd be happy to run through the expected functionality with you if you are interested.

Feel free to reach out to me directly at chris.bohlin@genesys.com

Thanks,
Chris

------------------------------
Chris Bohlin
Product Manager - PureCloud
------------------------------

------Original Message------

Hi Chris, 

Is this function still on track to be released? If so, what's the expected release date?

@Scott Schleisman @Adrian Gardea @Bruce Lambert​​​​

------------------------------
Trey Smith
Bright Horizons Family Solutions LLC
------------------------------

Trey,

Do you have access to a developer?  If so, you can implement cherry picking to a point today, as long as you can live with some of the edge cases and maybe some funkiness in reporting.  My team here inside of Genesys developed a "Custom Client App" integration where we used the APIs to query for emails sitting in queue so that we can assign them to ourselves to work on.  It probably isn't as thorough as what Chris' team will implement from a product perspective, but it gets the job done for us.

Let me know and I can send you a message with a link to the project on GitHub.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
------------------------------

Original Message:
Sent: 04-07-2020 15:26
From: Trey Smith
Subject: Cherry Picking - a much needed function

Hi Chris,

Is this function still on track to be released? If so, what's the expected release date?

@Scott Schleisman @Adrian Gardea @Bruce Lambert​​​​

------------------------------
Trey Smith
Bright Horizons Family Solutions LLC
------------------------------


Original Message:
Sent: 12-04-2019 10:53
From: Chris Bohlin
Subject: Cherry Picking - a much needed function

Cara, 'Manual Assignment' (f/k/a Cherry picking), is a project we'll be kicking of in the first part of 2020 and I hope to be able to deliver a phase 1 solution in the latter part of the second quarter.  We are leaning towards API support for this feature in the first phase and will add UI support after that.

I'd be happy to run through the expected functionality with you if you are interested.

Feel free to reach out to me directly at chris.bohlin@genesys.com

Thanks,
Chris

------------------------------
Chris Bohlin
Product Manager - PureCloud

Hi Jim,
WW is interested in the feature of Manual Assignment.  Is there any further progress on this function. 

Second item related to your Custom Client App.   Today, you can only view the email conversation of those interactions that have been completed.  Would that still be the same or is there a way to view email conversations in any stage. 
Thank you
Lisa

------------------------------
Lisa Schifilliti
Weight Watchers International, Inc.
------------------------------

Original Message:
Sent: 04-08-2020 10:27
From: Jim Crespino
Subject: Cherry Picking - a much needed function

Trey,

Do you have access to a developer?  If so, you can implement cherry picking to a point today, as long as you can live with some of the edge cases and maybe some funkiness in reporting.  My team here inside of Genesys developed a "Custom Client App" integration where we used the APIs to query for emails sitting in queue so that we can assign them to ourselves to work on.  It probably isn't as thorough as what Chris' team will implement from a product perspective, but it gets the job done for us.

Let me know and I can send you a message with a link to the project on GitHub.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
------------------------------


Original Message:
Sent: 04-07-2020 15:26
From: Trey Smith
Subject: Cherry Picking - a much needed function

Hi Chris,

Is this function still on track to be released? If so, what's the expected release date?

@Scott Schleisman @Adrian Gardea @Bruce Lambert​​​​

------------------------------
Trey Smith
Bright Horizons Family Solutions LLC


Original Message:
Sent: 12-04-2019 10:53
From: Chris Bohlin
Subject: Cherry Picking - a much needed function

Cara, 'Manual Assignment' (f/k/a Cherry picking), is a project we'll be kicking of in the first part of 2020 and I hope to be able to deliver a phase 1 solution in the latter part of the second quarter.  We are leaning towards API support for this feature in the first phase and will add UI support after that.

I'd be happy to run through the expected functionality with you if you are interested.

Feel free to reach out to me directly at chris.bohlin@genesys.com

Thanks,
Chris

------------------------------
Chris Bohlin
Product Manager - PureCloud

Lisa - please follow the updates we're providing this this idea for updates:  https://genesys.ideas.aha.io/ideas/CLINB-I-454. The short story is that we are getting ready to release some beta APIs toward the end of this month and will add native UI support later this year.

------------------------------
Chris Bohlin
Product Manager - PureCloud
------------------------------

Original Message:
Sent: 07-15-2020 13:20
From: Lisa Schifilliti
Subject: Cherry Picking - a much needed function

Hi Jim,
WW is interested in the feature of Manual Assignment.  Is there any further progress on this function.

Second item related to your Custom Client App.   Today, you can only view the email conversation of those interactions that have been completed.  Would that still be the same or is there a way to view email conversations in any stage.
Thank you
Lisa

------------------------------
Lisa Schifilliti
Weight Watchers International, Inc.
------------------------------


Original Message:
Sent: 04-08-2020 10:27
From: Jim Crespino
Subject: Cherry Picking - a much needed function

Trey,

Do you have access to a developer?  If so, you can implement cherry picking to a point today, as long as you can live with some of the edge cases and maybe some funkiness in reporting.  My team here inside of Genesys developed a "Custom Client App" integration where we used the APIs to query for emails sitting in queue so that we can assign them to ourselves to work on.  It probably isn't as thorough as what Chris' team will implement from a product perspective, but it gets the job done for us.

Let me know and I can send you a message with a link to the project on GitHub.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com


Original Message:
Sent: 04-07-2020 15:26
From: Trey Smith
Subject: Cherry Picking - a much needed function

Hi Chris,

Is this function still on track to be released? If so, what's the expected release date?

@Scott Schleisman @Adrian Gardea @Bruce Lambert​​​​

------------------------------
Trey Smith
Bright Horizons Family Solutions LLC


Original Message:
Sent: 12-04-2019 10:53
From: Chris Bohlin
Subject: Cherry Picking - a much needed function

Cara, 'Manual Assignment' (f/k/a Cherry picking), is a project we'll be kicking of in the first part of 2020 and I hope to be able to deliver a phase 1 solution in the latter part of the second quarter.  We are leaning towards API support for this feature in the first phase and will add UI support after that.

I'd be happy to run through the expected functionality with you if you are interested.

Feel free to reach out to me directly at chris.bohlin@genesys.com

Thanks,
Chris

------------------------------
Chris Bohlin
Product Manager - PureCloud

Thanks Chris, appreciate the quick reply.  When I try the link, it directs me to Salesforce.  Wondering if that is correct.

------------------------------
Lisa Schifilliti
Weight Watchers International, Inc.
------------------------------

Original Message:
Sent: 07-15-2020 13:47
From: Chris Bohlin
Subject: Cherry Picking - a much needed function

Lisa - please follow the updates we're providing this this idea for updates:  https://genesys.ideas.aha.io/ideas/CLINB-I-454. The short story is that we are getting ready to release some beta APIs toward the end of this month and will add native UI support later this year.

------------------------------
Chris Bohlin
Product Manager - PureCloud
------------------------------


Original Message:
Sent: 07-15-2020 13:20
From: Lisa Schifilliti
Subject: Cherry Picking - a much needed function

Hi Jim,
WW is interested in the feature of Manual Assignment.  Is there any further progress on this function.

Second item related to your Custom Client App.   Today, you can only view the email conversation of those interactions that have been completed.  Would that still be the same or is there a way to view email conversations in any stage.
Thank you
Lisa

------------------------------
Lisa Schifilliti
Weight Watchers International, Inc.


Original Message:
Sent: 04-08-2020 10:27
From: Jim Crespino
Subject: Cherry Picking - a much needed function

Trey,

Do you have access to a developer?  If so, you can implement cherry picking to a point today, as long as you can live with some of the edge cases and maybe some funkiness in reporting.  My team here inside of Genesys developed a "Custom Client App" integration where we used the APIs to query for emails sitting in queue so that we can assign them to ourselves to work on.  It probably isn't as thorough as what Chris' team will implement from a product perspective, but it gets the job done for us.

Let me know and I can send you a message with a link to the project on GitHub.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com


Original Message:
Sent: 04-07-2020 15:26
From: Trey Smith
Subject: Cherry Picking - a much needed function

Hi Chris,

Is this function still on track to be released? If so, what's the expected release date?

@Scott Schleisman @Adrian Gardea @Bruce Lambert​​​​

------------------------------
Trey Smith
Bright Horizons Family Solutions LLC


Original Message:
Sent: 12-04-2019 10:53
From: Chris Bohlin
Subject: Cherry Picking - a much needed function

Cara, 'Manual Assignment' (f/k/a Cherry picking), is a project we'll be kicking of in the first part of 2020 and I hope to be able to deliver a phase 1 solution in the latter part of the second quarter.  We are leaning towards API support for this feature in the first phase and will add UI support after that.

I'd be happy to run through the expected functionality with you if you are interested.

Feel free to reach out to me directly at chris.bohlin@genesys.com

Thanks,
Chris

------------------------------
Chris Bohlin
Product Manager - PureCloud

Yes I get the same link to Salesforce

------------------------------
Paul Dittrich
Aria Solutions
------------------------------

Original Message:
Sent: 07-15-2020 15:03
From: Lisa Schifilliti
Subject: Cherry Picking - a much needed function

Thanks Chris, appreciate the quick reply.  When I try the link, it directs me to Salesforce.  Wondering if that is correct.

------------------------------
Lisa Schifilliti
Weight Watchers International, Inc.
------------------------------


Original Message:
Sent: 07-15-2020 13:47
From: Chris Bohlin
Subject: Cherry Picking - a much needed function

Lisa - please follow the updates we're providing this this idea for updates:  https://genesys.ideas.aha.io/ideas/CLINB-I-454. The short story is that we are getting ready to release some beta APIs toward the end of this month and will add native UI support later this year.

------------------------------
Chris Bohlin
Product Manager - PureCloud


Original Message:
Sent: 07-15-2020 13:20
From: Lisa Schifilliti
Subject: Cherry Picking - a much needed function

Hi Jim,
WW is interested in the feature of Manual Assignment.  Is there any further progress on this function.

Second item related to your Custom Client App.   Today, you can only view the email conversation of those interactions that have been completed.  Would that still be the same or is there a way to view email conversations in any stage.
Thank you
Lisa

------------------------------
Lisa Schifilliti
Weight Watchers International, Inc.


Original Message:
Sent: 04-08-2020 10:27
From: Jim Crespino
Subject: Cherry Picking - a much needed function

Trey,

Do you have access to a developer?  If so, you can implement cherry picking to a point today, as long as you can live with some of the edge cases and maybe some funkiness in reporting.  My team here inside of Genesys developed a "Custom Client App" integration where we used the APIs to query for emails sitting in queue so that we can assign them to ourselves to work on.  It probably isn't as thorough as what Chris' team will implement from a product perspective, but it gets the job done for us.

Let me know and I can send you a message with a link to the project on GitHub.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com


Original Message:
Sent: 04-07-2020 15:26
From: Trey Smith
Subject: Cherry Picking - a much needed function

Hi Chris,

Is this function still on track to be released? If so, what's the expected release date?

@Scott Schleisman @Adrian Gardea @Bruce Lambert​​​​

------------------------------
Trey Smith
Bright Horizons Family Solutions LLC


Original Message:
Sent: 12-04-2019 10:53
From: Chris Bohlin
Subject: Cherry Picking - a much needed function

Cara, 'Manual Assignment' (f/k/a Cherry picking), is a project we'll be kicking of in the first part of 2020 and I hope to be able to deliver a phase 1 solution in the latter part of the second quarter.  We are leaning towards API support for this feature in the first phase and will add UI support after that.

I'd be happy to run through the expected functionality with you if you are interested.

Feel free to reach out to me directly at chris.bohlin@genesys.com

Thanks,
Chris

------------------------------
Chris Bohlin
Product Manager - PureCloud

That's the internal-only link.

Try https://purecloud.ideas.aha.io/ideas/CLINB-I-454

------------------------------
George Ganahl GCP (Genesys Cloud), ICCE
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 07-15-2020 15:31
From: Paul Dittrich
Subject: Cherry Picking - a much needed function

Yes I get the same link to Salesforce

------------------------------
Paul Dittrich
Aria Solutions
------------------------------


Original Message:
Sent: 07-15-2020 15:03
From: Lisa Schifilliti
Subject: Cherry Picking - a much needed function

Thanks Chris, appreciate the quick reply.  When I try the link, it directs me to Salesforce.  Wondering if that is correct.

------------------------------
Lisa Schifilliti
Weight Watchers International, Inc.


Original Message:
Sent: 07-15-2020 13:47
From: Chris Bohlin
Subject: Cherry Picking - a much needed function

Lisa - please follow the updates we're providing this this idea for updates:  https://genesys.ideas.aha.io/ideas/CLINB-I-454. The short story is that we are getting ready to release some beta APIs toward the end of this month and will add native UI support later this year.

------------------------------
Chris Bohlin
Product Manager - PureCloud


Original Message:
Sent: 07-15-2020 13:20
From: Lisa Schifilliti
Subject: Cherry Picking - a much needed function

Hi Jim,
WW is interested in the feature of Manual Assignment.  Is there any further progress on this function.

Second item related to your Custom Client App.   Today, you can only view the email conversation of those interactions that have been completed.  Would that still be the same or is there a way to view email conversations in any stage.
Thank you
Lisa

------------------------------
Lisa Schifilliti
Weight Watchers International, Inc.


Original Message:
Sent: 04-08-2020 10:27
From: Jim Crespino
Subject: Cherry Picking - a much needed function

Trey,

Do you have access to a developer?  If so, you can implement cherry picking to a point today, as long as you can live with some of the edge cases and maybe some funkiness in reporting.  My team here inside of Genesys developed a "Custom Client App" integration where we used the APIs to query for emails sitting in queue so that we can assign them to ourselves to work on.  It probably isn't as thorough as what Chris' team will implement from a product perspective, but it gets the job done for us.

Let me know and I can send you a message with a link to the project on GitHub.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com


Original Message:
Sent: 04-07-2020 15:26
From: Trey Smith
Subject: Cherry Picking - a much needed function

Hi Chris,

Is this function still on track to be released? If so, what's the expected release date?

@Scott Schleisman @Adrian Gardea @Bruce Lambert​​​​

------------------------------
Trey Smith
Bright Horizons Family Solutions LLC


Original Message:
Sent: 12-04-2019 10:53
From: Chris Bohlin
Subject: Cherry Picking - a much needed function

Cara, 'Manual Assignment' (f/k/a Cherry picking), is a project we'll be kicking of in the first part of 2020 and I hope to be able to deliver a phase 1 solution in the latter part of the second quarter.  We are leaning towards API support for this feature in the first phase and will add UI support after that.

I'd be happy to run through the expected functionality with you if you are interested.

Feel free to reach out to me directly at chris.bohlin@genesys.com

Thanks,
Chris

------------------------------
Chris Bohlin
Product Manager - PureCloud

Original Message:
Sent: 7/15/2020 3:03:00 PM
From: Lisa Schifilliti
Subject: RE: Cherry Picking - a much needed function

Thanks Chris, appreciate the quick reply.  When I try the link, it directs me to Salesforce.  Wondering if that is correct.

------------------------------
Lisa Schifilliti
Weight Watchers International, Inc.
------------------------------


Original Message:
Sent: 07-15-2020 13:47
From: Chris Bohlin
Subject: Cherry Picking - a much needed function

Lisa - please follow the updates we're providing this this idea for updates:  https://genesys.ideas.aha.io/ideas/CLINB-I-454. The short story is that we are getting ready to release some beta APIs toward the end of this month and will add native UI support later this year.

------------------------------
Chris Bohlin
Product Manager - PureCloud
------------------------------


Original Message:
Sent: 07-15-2020 13:20
From: Lisa Schifilliti
Subject: Cherry Picking - a much needed function

Hi Jim,
WW is interested in the feature of Manual Assignment.  Is there any further progress on this function.

Second item related to your Custom Client App.   Today, you can only view the email conversation of those interactions that have been completed.  Would that still be the same or is there a way to view email conversations in any stage.
Thank you
Lisa

------------------------------
Lisa Schifilliti
Weight Watchers International, Inc.


Original Message:
Sent: 04-08-2020 10:27
From: Jim Crespino
Subject: Cherry Picking - a much needed function

Trey,

Do you have access to a developer?  If so, you can implement cherry picking to a point today, as long as you can live with some of the edge cases and maybe some funkiness in reporting.  My team here inside of Genesys developed a "Custom Client App" integration where we used the APIs to query for emails sitting in queue so that we can assign them to ourselves to work on.  It probably isn't as thorough as what Chris' team will implement from a product perspective, but it gets the job done for us.

Let me know and I can send you a message with a link to the project on GitHub.

------------------------------
Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com


Original Message:
Sent: 04-07-2020 15:26
From: Trey Smith
Subject: Cherry Picking - a much needed function

Hi Chris,

Is this function still on track to be released? If so, what's the expected release date?

@Scott Schleisman @Adrian Gardea @Bruce Lambert​​​​

------------------------------
Trey Smith
Bright Horizons Family Solutions LLC