Genesys Cloud - Main

 View Only

Sign Up

  • 1.  Email from same customer that is currently in call

    Posted 22 hours ago

    Hello,

      Can you suggest how you resolved the following scenario?

      The agent is with a customer in the call and he requests a document that the customer is sending via email. How can the agent find this email and check the attached document as fast as possible?

    Regards,

    Mihai


    #DigitalChannels

    ------------------------------
    Mihai Vasiloiu
    Tech Lead Customer Interactions
    ------------------------------


  • 2.  RE: Email from same customer that is currently in call
    Best Answer

    Posted 21 hours ago

    Hi Mihai,

    With the Customer Journey view, agents can see past interactions during the call and click directly into the interaction details, which helps access the email interaction much faster without needing to manually search.

    Hopefully you will find this helpful:

    https://www.youtube.com/watch?v=hLyk09_nB4s

    Hopefully someone might reply with a different way of doing this.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
    ------------------------------

    Original Message


  • 3.  RE: Email from same customer that is currently in call

    Posted 15 hours ago

    This solution is OK, if we talk about some past closed email. For the requested scenario unfortunately email is in queue, so there will be neither possibility to see transcript of that email neither this Conversation details page offers possibility to claim the email so agent would be able to get it...



    ------------------------------
    Armands Bunkovskis
    Adventus Solutions Sia
    ------------------------------

    Original Message


  • 4.  RE: Email from same customer that is currently in call

    Posted 20 hours ago

    Hi Mihai

    By linking the customer to an external contact the agent will be able to find all the interactions (all media types) for the customer and view the specific email.

    Regards



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

    Original Message


Related Content