Thanks for sharing the outcome, Ben.
It sounds like you've landed on a good solution and it's great to hear the suggestions helped you shape the reporting approach.
I completely understand your point regarding wrap-up codes and team morale. While they can be useful from a reporting perspective, they're not always the right fit operationally, especially when everyone is working towards the same outcome.
The three views you've put together sound like they provide a nice balance between real-time visibility, operational oversight, and historical reporting.
Thanks for coming back and sharing your findings as well, it will definitely help others who are looking to manage similar email workflows in Genesys Cloud.
Original Message:
Sent: 06-12-2026 04:22
From: Ben Walker
Subject: Email 'Hold' Queue on Transferring Out of Hours
Thanks Phaneendra,
I have deep dived further & have managed to get closer to my end goal. Your suggestions are absolute right for what I needed.
I've set up 3x 'reports' to cover off what's needed:
1) Queue Activity (Contact Center) > 'Transfer' Queue --> Visual to see what interactions are currently 'held' in Genesys
2) Queue Interactions (Contact Center) > 'Out of Hours' Queue (Targeting "Transferred set to No") --> Visually see all OOH Emails that have not been transferred via Genesys
3) Interactions (Contact Center) > Targeting the specific 'Transfer' Queue in Interactions --> Historical track of all transferred emails
For any of the incorrectly transferred emails, whilst Genesys won't report on it, I am hoping the In Hours team flag these incorrect ones to me. I myself am an 'In Hours' individual & work closely with the relevant teams. Asking agents to apply a Wrap Up code is a useful idea but seeing as the two units (in and out) are one team, I feel this would negatively impact morale - people talk - it would however help immensely from my reporting side.
Regardless, thank you for all your support! It's appreciated and has helped me verbalise this change into my management stream.
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Ben Walker
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Original Message:
Sent: 06-11-2026 19:45
From: Phaneendra Avatapalli
Subject: Email 'Hold' Queue on Transferring Out of Hours
Hi Ben,
Thanks for sharing the screenshot, that helps clarify what you're working with.
From my understanding, the Interactions view is primarily intended as a historical view of interaction activity, which is probably why it feels quite manual when you're trying to identify incorrectly transferred emails.
For the live view requirement, I'd suggest looking at the queue activity/performance views rather than the interactions detail view. Those are generally better suited to understanding what is currently sitting in a queue and the current workload, whereas the Interactions view is more focused on what has already occurred.
For the incorrectly transferred emails, I think the challenge is that Genesys can report on transfers, but it doesn't inherently know whether a transfer was "incorrect". That tends to be a business decision rather than a system metric.
If the In Hours team has a consistent process when they identify an incorrectly transferred email (for example applying a wrap-up code, transferring it to another queue, or categorising it in some way), you may be able to leverage that for reporting rather than manually reviewing interactions. That would make it much easier to trend and quantify over time.
Hopefully others in the community who manage similar email workflows can share how they're monitoring queue backlog and tracking misrouted emails, as I'd be interested to hear how they've approached it as well.
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Phaneendra
Technical Solutions Consultant
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Original Message:
Sent: 06-10-2026 08:18
From: Ben Walker
Subject: Email 'Hold' Queue on Transferring Out of Hours
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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Original Message:
Sent: 06-10-2026 07:03
From: Phaneendra Avatapalli
Subject: Email 'Hold' Queue on Transferring Out of Hours
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.
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Phaneendra
Technical Solutions Consultant
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