Genesys Cloud - Main

Hello all! 

Hope this finds all well! Apologies if the below is not the most thought out, I've had a Service Improvement thought just now, & want to verbalise it into a change. 

Within my place of work we are a 24/7/365 Customer Service Desk. Some business functions are only 0900 - 1700 and our typical 'Service Desk' element who deals with the majority of issues is 0900 - 1700 (outside of these hours is similar to a skeleton staff structure).

• The 'Out of Hours' team will typically receive 'In Hours' emails.
• The 'In Hours' email will be held until the 'Service Desk' team is in.
• Our current process is 'Out of Hours' either put the email in the Gmail Label or transfer it to a 'hold queue' on Genesys.
• The Genesys queue automatically routes emails to 'In Hours' agents when in hours. 

To avoid wasted time / duplicating work, I want to propose we scrap the Gmail label & run entirely off of Genesys.

My Questions:

1. Is there anything within Genesys I can create to view all emails that have been transferred by the Out of Hours team (integrations or set up natively)? 
   1. Showing a 'Live State' of what is in the specific queue currently
   2. For showing historic data of what 'was' transferred. 

2. At the moment I have a saved visual set up of the queue in question. Looking at 'Interactions'; I've filtered it down to emails 'Not Transferred'

1. 1. Are there any reports / better ways to track emails that are incorrectly transferred?

Many thanks for all your help!!

Hi Ben,

It sounds like you're trying to consolidate the process into Genesys and remove the dependency on Gmail labels.

For the first two questions, I would expect the queue and interaction views/reports to provide both the current state of the hold queue and historical visibility into emails that have been transferred there.

For the incorrectly transferred emails, how are those currently identified? Is that something the In Hours team discovers when they receive the email, or is there another process used to determine the transfer was incorrect?

Understanding that part may help determine the best reporting approach.

Hi Phaneendra, 

Yes in essence that is exactly right!

I've not managed to track down a 'specific view' on Genesys to observe what exists in the 'hold' queue as a real time indicator. This & a historic overview is the most beneficial to me.

At present to highlight the incorrectly transferred emails - I highlight them by manually going through Out of Hour emails and checking work. The below image depicts where I get this data from (specifically "Analytics Workspace > Contact Centre > Queue Performance > (Queue I'm Interested in) > Interactions" with filters applied). This understandably is lengthy for me & more than likely under utilised.

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Ben Walker
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