Genesys Cloud - Main

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

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.

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...

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