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  • 1.  e-mail transfer to another queue: abnormal behavior?

    Posted 12-24-2019 18:27
    No replies, thread closed.
    Hi,

    One of our customers is asking to have their agents transfering some e-mails (blind transfer) to another e-mail queue when needed.

    But they are complaining  because they have observed some strange behavior:

    - when there is no agent available, or when the interaction is not accepted (rejected) by an agent or when the transfered interaction is not answered, the original e-mail transfered is sent back to the original queue where it was received, instead of being kept in the new queue where it should be kept until it will be treated.

    Can someone help about this problem?

    Is this a normal behavior? (although it seems this is not a normal one...)

    Thanks again in advance for your help

    Best regards









    #DigitalChannels
    #Routing(ACD/IVR)

    ------------------------------
    Jorge Marcelo Negri
    Senior Project Consultant
    In Motion Argentina
    Ciudad Autónoma de Buenos Aires
    Argentina
    ------------------------------


  • 2.  RE: e-mail transfer to another queue: abnormal behavior?

    Posted 12-24-2019 18:40
    No replies, thread closed.
    My first question would be to ask if all the agents are dispositioning the email after sending.  I can see where it might be caught in original queue until a wrap up code is applied.   If that is the case, try setting a wrap up in the Email flow before transferring in.  

    Now, if that is not the case, it sounds like an issue and should be reported. 


    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 3.  RE: e-mail transfer to another queue: abnormal behavior?

    Posted 12-24-2019 18:52
    No replies, thread closed.
    Thanks Robert for your quick reply!

    Seems that this is an abnormal behavior, as we have already tested all and the wrap-up code is entered.

    Will be opening a ticket to Genesys Support to check if this can be addressed easily or have to be patched.

    Regards

    Happy Holidays!

    ------------------------------
    Jorge Marcelo Negri
    Senior Project Consultant
    In Motion Argentina
    Ciudad Autónoma de Buenos Aires
    Argentina
    ------------------------------

    Original Message


  • 4.  RE: e-mail transfer to another queue: abnormal behavior?

    Posted 12-24-2019 19:02
    No replies, thread closed.
    I know this will change soon with the cherry picking mechanism so you sure to test after that feature is released.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 5.  RE: e-mail transfer to another queue: abnormal behavior?

    Posted 12-25-2019 00:10
    No replies, thread closed.
    Hi Jorge,

    I think this is happening because of the last agent routing.

    If the interaction is not answered by someone from the other queue, the platform will route the message back to the last agent who has handled the interaction. In this case, the agent who transferred it.

    This is explained here:
    https://help.mypurecloud.com/faq/why-is-an-email-routed-from-a-queue-to-an-agent-no-longer-in-that-queue/

    You can try to use an inbound email flow to stop this behavior.

    ------------------------------
    Paulo Mesquita
    Spark NZ Trading
    ------------------------------

    Original Message


  • 6.  RE: e-mail transfer to another queue: abnormal behavior?

    Posted 12-25-2019 00:24
    No replies, thread closed.
    Yep, you got it Paolo.   I thought this was only for SMS and digital messaging, but not so as per help.

    • PureCloud attempts to route callbacks, email replies, and message replies to the last agent who handled it. The agent must be on queue and not fully utilized on those interactions. If the agent is not available, PureCloud routes the interaction to the next available agent. For more information about how to determine if an agent is fully utilized, see Configure agent utilization.
    • For email and messaging interactions, and inbound callbacks, when you use preferred agent routing, PureCloud no longer attempts to route the interaction to the last agent who handled it. Scheduled callbacks, however, is unaffected by preferred agent routing. For more information, see Advanced routing overview.


    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 7.  RE: e-mail transfer to another queue: abnormal behavior?

    Posted 12-25-2019 00:38
    No replies, thread closed.
    Yeah,

    I think this behavior should be better explained in the Resource Center.

    This article makes sense until you have this issue, then you log a case and become aware of the FAQ. : (

    ------------------------------
    Paulo Mesquita
    Spark NZ Trading
    ------------------------------

    Original Message


  • 8.  RE: e-mail transfer to another queue: abnormal behavior?

    Posted 12-25-2019 08:43
    No replies, thread closed.
    Thank you all for replying and sending this important information on this quite confusing behavior, during this holidays,

    Have a Merry Christmas and the best wishes for the next year 2020.

    Regards,


    ------------------------------
    Jorge Marcelo Negri
    Senior Project Consultant
    In Motion Argentina
    Ciudad Autónoma de Buenos Aires
    Argentina
    ------------------------------

    Original Message


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