Genesys Cloud - Main

Apologies for the long post

One of the features that I really like in PureCloud is how it can combine or group email interactions together. For example, we have a customer email us with a request which goes into the queue. They then send another email with changes or or additional information. By the time it works its way to the front of the queue and is delivered to an agent, the agent sees both emails together rather than actioning the first and then same or other agent has to action the second one. This doesn't always work however. There are times where a sender sends a brand new email, completely different matter, but uses the same subject line and this will be combined into the same interaction. Or times when a second email about the same matter is not combined.

I'm trying to understand the logic or the rules as to exactly how this works and have been unable to find anything that explains it. How does PureCloud decide whether a 2nd email is part of the first one, or is a completely separate email? Is it for example, a combination of sender + subject line? 

If I can understand how this works, I can explain to my team and others within the business (non PureCloud users), the best way to interact with my team to avoid double ups.

Examples: 

• Sender sends an email, then forwards the original email with additional information. PureCloud combines into one interaction
• Same scenario, but first email has already been handled (or is in process), so a 2nd interaction is created
• Customer sends an email, cc's someone outside of PurCloud. This creates an interaction. The cc'd person then forwards into PureCloud, so a separate interaction is created.

#ArchitectureandDesign
#PlatformAdministration
#Unsure/Other

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Kristian Andrejewskis
A Noble & Son
------------------------------

Interested to see if there's a way for these interactions to be grouped - perhaps by the senders address, but e-mail functionality is very limited.

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Gordon Thomson
Dialler Manager
Actavo
------------------------------

Original Message:
Sent: 10-22-2019 20:20
From: Kristian Andrejewskis
Subject: Combining/ Grouping Emails/ Interactions

Apologies for the long post

One of the features that I really like in PureCloud is how it can combine or group email interactions together. For example, we have a customer email us with a request which goes into the queue. They then send another email with changes or or additional information. By the time it works its way to the front of the queue and is delivered to an agent, the agent sees both emails together rather than actioning the first and then same or other agent has to action the second one. This doesn't always work however. There are times where a sender sends a brand new email, completely different matter, but uses the same subject line and this will be combined into the same interaction. Or times when a second email about the same matter is not combined.

I'm trying to understand the logic or the rules as to exactly how this works and have been unable to find anything that explains it. How does PureCloud decide whether a 2nd email is part of the first one, or is a completely separate email? Is it for example, a combination of sender + subject line?

If I can understand how this works, I can explain to my team and others within the business (non PureCloud users), the best way to interact with my team to avoid double ups.

Examples:

• Sender sends an email, then forwards the original email with additional information. PureCloud combines into one interaction
• Same scenario, but first email has already been handled (or is in process), so a 2nd interaction is created
• Customer sends an email, cc's someone outside of PurCloud. This creates an interaction. The cc'd person then forwards into PureCloud, so a separate interaction is created.

#ArchitectureandDesign
#PlatformAdministration
#Unsure/Other

------------------------------
Kristian Andrejewskis
A Noble & Son
------------------------------

I'm also very interested in the 'combining' logic, and whether there are plans to make this more robust and/or configurable. We will be moving customer emails from our current platform into PureCloud in the coming months so I have been doing testing. I have a use case where an agent may generate an email to numerous customers (with our email in the 'to' field and the customers' emails in the 'bcc' field). Customers may individually reply to the email, but based upon my testing and what I'm being told, it seems that PureCloud combines any and all responses in this use case into a single interaction, which would leave the agents unable to respond to all customers. Not good.

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Emily Kammerer
Ascendium Education Group, Inc.
------------------------------

Original Message:
Sent: 10-22-2019 20:20
From: Kristian Andrejewskis
Subject: Combining/ Grouping Emails/ Interactions

Apologies for the long post

One of the features that I really like in PureCloud is how it can combine or group email interactions together. For example, we have a customer email us with a request which goes into the queue. They then send another email with changes or or additional information. By the time it works its way to the front of the queue and is delivered to an agent, the agent sees both emails together rather than actioning the first and then same or other agent has to action the second one. This doesn't always work however. There are times where a sender sends a brand new email, completely different matter, but uses the same subject line and this will be combined into the same interaction. Or times when a second email about the same matter is not combined.

I'm trying to understand the logic or the rules as to exactly how this works and have been unable to find anything that explains it. How does PureCloud decide whether a 2nd email is part of the first one, or is a completely separate email? Is it for example, a combination of sender + subject line?

If I can understand how this works, I can explain to my team and others within the business (non PureCloud users), the best way to interact with my team to avoid double ups.

Examples:

• Sender sends an email, then forwards the original email with additional information. PureCloud combines into one interaction
• Same scenario, but first email has already been handled (or is in process), so a 2nd interaction is created
• Customer sends an email, cc's someone outside of PurCloud. This creates an interaction. The cc'd person then forwards into PureCloud, so a separate interaction is created.

#ArchitectureandDesign
#PlatformAdministration
#Unsure/Other

------------------------------
Kristian Andrejewskis
A Noble & Son
------------------------------

In some situations we currently do thread emails based on subject and sender. Typically this only happens for emails sent from Outlook clients.

For other clients, we use their existing threading mechanisms to thread emails together - so if Gmail tells us that these emails belong together, we thread them together. From a technical perspective, this happens based on the In-Reply-To and References headers that are sent within the email. From a user perspective, if they select to reply to an email then it will be threaded together with the original email. If they choose to start a brand new email then it will not be threaded together with a previous email.

We are working on removing the threading for emails sent from Outlook clients based on subject and sender. Originally when we released PureCloud email capabilities several years ago, Outlook clients tended to not send the proper threading headers to allow us to thread emails together so we added this as a workaround. As time went on and Outlook updated their capabilities, it appears that this is now causing more harm than good. We are tracking it via this idea and plan to test it out with beta customers to ensure it helps solve the issues customers have been seeing. https://genesys.ideas.aha.io/ideas/CLINB-I-682  If you'd like to be part of the beta program, let me know.



------------------------------
Lucie DeCristofaro
Genesys - Employees
------------------------------

Original Message:
Sent: 10-22-2019 20:20
From: Kristian Andrejewskis
Subject: Combining/ Grouping Emails/ Interactions

Apologies for the long post

One of the features that I really like in PureCloud is how it can combine or group email interactions together. For example, we have a customer email us with a request which goes into the queue. They then send another email with changes or or additional information. By the time it works its way to the front of the queue and is delivered to an agent, the agent sees both emails together rather than actioning the first and then same or other agent has to action the second one. This doesn't always work however. There are times where a sender sends a brand new email, completely different matter, but uses the same subject line and this will be combined into the same interaction. Or times when a second email about the same matter is not combined.

I'm trying to understand the logic or the rules as to exactly how this works and have been unable to find anything that explains it. How does PureCloud decide whether a 2nd email is part of the first one, or is a completely separate email? Is it for example, a combination of sender + subject line?

If I can understand how this works, I can explain to my team and others within the business (non PureCloud users), the best way to interact with my team to avoid double ups.

Examples:

• Sender sends an email, then forwards the original email with additional information. PureCloud combines into one interaction
• Same scenario, but first email has already been handled (or is in process), so a 2nd interaction is created
• Customer sends an email, cc's someone outside of PurCloud. This creates an interaction. The cc'd person then forwards into PureCloud, so a separate interaction is created.

#ArchitectureandDesign
#PlatformAdministration
#Unsure/Other

------------------------------
Kristian Andrejewskis
A Noble & Son
------------------------------

Thanks Lucie, that makes sense. 

I'd be happy to be part of the beta program. Your link there kept taking me to a Salesforce log in. I have found the idea and subscribed though.

Thanks
Kristian

------------------------------
Kristian Andrejewskis
A Noble & Son
------------------------------

Original Message:
Sent: 10-23-2019 09:59
From: Lucie DeCristofaro
Subject: Combining/ Grouping Emails/ Interactions

In some situations we currently do thread emails based on subject and sender. Typically this only happens for emails sent from Outlook clients.

For other clients, we use their existing threading mechanisms to thread emails together - so if Gmail tells us that these emails belong together, we thread them together. From a technical perspective, this happens based on the In-Reply-To and References headers that are sent within the email. From a user perspective, if they select to reply to an email then it will be threaded together with the original email. If they choose to start a brand new email then it will not be threaded together with a previous email.

We are working on removing the threading for emails sent from Outlook clients based on subject and sender. Originally when we released PureCloud email capabilities several years ago, Outlook clients tended to not send the proper threading headers to allow us to thread emails together so we added this as a workaround. As time went on and Outlook updated their capabilities, it appears that this is now causing more harm than good. We are tracking it via this idea and plan to test it out with beta customers to ensure it helps solve the issues customers have been seeing. https://genesys.ideas.aha.io/ideas/CLINB-I-682  If you'd like to be part of the beta program, let me know.



------------------------------
Lucie DeCristofaro
Genesys - Employees

Original Message:
Sent: 10-22-2019 20:20
From: Kristian Andrejewskis
Subject: Combining/ Grouping Emails/ Interactions

Apologies for the long post

One of the features that I really like in PureCloud is how it can combine or group email interactions together. For example, we have a customer email us with a request which goes into the queue. They then send another email with changes or or additional information. By the time it works its way to the front of the queue and is delivered to an agent, the agent sees both emails together rather than actioning the first and then same or other agent has to action the second one. This doesn't always work however. There are times where a sender sends a brand new email, completely different matter, but uses the same subject line and this will be combined into the same interaction. Or times when a second email about the same matter is not combined.

I'm trying to understand the logic or the rules as to exactly how this works and have been unable to find anything that explains it. How does PureCloud decide whether a 2nd email is part of the first one, or is a completely separate email? Is it for example, a combination of sender + subject line?

If I can understand how this works, I can explain to my team and others within the business (non PureCloud users), the best way to interact with my team to avoid double ups.

Examples:

• Sender sends an email, then forwards the original email with additional information. PureCloud combines into one interaction
• Same scenario, but first email has already been handled (or is in process), so a 2nd interaction is created
• Customer sends an email, cc's someone outside of PurCloud. This creates an interaction. The cc'd person then forwards into PureCloud, so a separate interaction is created.

#ArchitectureandDesign
#PlatformAdministration
#Unsure/Other

------------------------------
Kristian Andrejewskis
A Noble & Son
------------------------------