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  • 1.  Email follow up

    Posted 11-26-2024 06:59
    No replies, thread closed.

    Hello all,

    we have deployed for our customer the email solution in Genesys Cloud. For them it is a really big transition since they are moving from outlook (email mgmt tool) to Genesys Cloud (Interactions mgmt tool).

    There are some new use cases for which I need some suggestion in finding a solution (if possible). I have 2 requests:

    1. Follow up threads

    They need to follow up some threads and check if the answer has been received from the customer. it can be whatever filter they can apply on the Interactions view. this is crucial for them in order not to forget to follow up some topics. they are now doing it externally and then look for the interactions back in Genesys Cloud but this is not efficient.

    2. Reverse threading order

    In the threading view, they would like to see the list of emails in reverted order. I didn't find this option, is it possible somewhere? this is more a nice to have option

    Thanks a lot!


    #DigitalChannels

    ------------------------------
    Alexandra Manea
    Advanced Technology Senior Consultant
    ------------------------------


  • 2.  RE: Email follow up

    Posted 11-26-2024 16:22
    No replies, thread closed.

    Hello Alexandra,

    I'm not sure if we have an option for both of those requests in Genesys Cloud. I was able to find an Idea in the Product Ideas Lab that was Delivered earlier this year. 

    If you want to make an enhancement request for Genesys Cloud, Genesys encourages you to register your request through the Product Ideas Lab. To Access the Product Ideas Lab and add your idea:

    1. Sign in to the Genesys Knowledge Network.
    2. On the Product Ideas Lab section, click Browse and Submit Ideas.
    3. From the Product Ideas Lab, click Add a Product Idea.

    You can also view and vote for existing ideas.

    https://help.mypurecloud.com/faq/how-do-i-submit-an-enhancement-request/



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



  • 3.  RE: Email follow up

    Posted 11-27-2024 03:32
    No replies, thread closed.

    Hello Jason,

    thanks for your reply and suggestion. I am already an active member of the Product Ideas Lab.

    The delivered feature, Reconnect a closed interaction, is already in use and for sure we were missing it. what we need at the moment is the previous step to properly identify the emails that should be reconnected. there is not any chance to know which one, it's up to the agent to remember it by checking all the handled interactions.

    Anyway thanks for the suggestion, I really appreciate your help!



    ------------------------------
    Alexandra Manea
    Advanced Technology Senior Consultant
    ------------------------------

    Original Message


  • 4.  RE: Email follow up
    Best Answer

    Posted 11-26-2024 19:51
    No replies, thread closed.

    For your first case, you could use a wrap-up code of Follow-up to allow for filtering on or you could use a button and data action in a script to write Follow-up to the External Tag and use that for filtering.  Finally, you could use a button and action to change the subject or have agents do it manually to allow for searching by subject.  

    Finally, have you looked at Email Parking for this?  Park and resume an email interaction - Genesys Cloud Resource Center

    I also found this idea that kind of addresses the issue: Different types of flags for interactions | Genesys Cloud Ideas Portal

    I could not find this idea so I created it for you to vote on.

    Allow selection for reverse threading of | Genesys Cloud Ideas Portal



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------



  • 5.  RE: Email follow up

    Posted 12-02-2024 07:59
    No replies, thread closed.

    Thanks Robert, I voted for all the ideas on the portal.

    The park functionality is already in use, but it's useful when you have a pending email you need to answer to, not after you answer to an email. reconnect it just for park purpose it's not the correct use case.

    For the wrap-up, we can think about. I don't like very much as a solution since it's not possible to remove them and we will have a long list of "follow up emails" which should not be followed up anymore.

    I really appreciate your help. thanks!



    ------------------------------
    Alexandra Manea
    Advanced Technology Senior Consultant
    ------------------------------

    Original Message


  • 6.  RE: Email follow up

    Posted 12-02-2024 13:17
    No replies, thread closed.

    You should be able to use some work automation with Parking to customize for your use cases.

    You can use a trigger and a workflow to make the External Tag NULL when the Email is sent so that field is blank after following up.  

    That is just what I can come up with.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


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