Genesys Cloud - Main

Hey all,

Does anyone have any idea if you can park an email in a queue for a set time frame - think scheduled callback for email...

We have an email queue that covers several timezones and we can't always call a customer in relation to the email at the time it comes to the top of the queue, or we'd like to park the email for a day waiting for some other actions. We'd love a way to be able to park the email for a set time (eg 1hr, 1day etc) 

I'm gathering it would be possible within a script pop-up - eg a button to park for X hrs which stops it coming back to the queue for that time... Perhaps a holding queue?

If anyone has this type of function in place can you share how you've managed to do it?

Thanks! 

#Unsure/Other

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Andrew Doller
Aioi Nissay Dowa Insurance Australia Pty Ltd
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Hey Andrew, 

I've done this a few times actually with great success - Note that Genesys is releasing this in the future similar to work items. 

At a high level, you need a "holding queue" so you can transfer the email. A button in the script that sets participant data (Queue name and time in mins or hours etc) Then you need an in-queue email flow. That should do a get partisipant data action to get the queue and the veriables for time waiting and queue to transfer to. 

In the flow you then have a wait action with an expression that includes your time in mins/hours etc and then a tranfer to ACD action, that uses the queue name/id as the veriable in an expression. 

Hope that helps, if you need some further help let me know would be happy to assist. 

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Lawrence Drayton
Prvidr Pty Ltd
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Original Message:
Sent: 06-13-2023 19:29
From: Andrew Doller
Subject: Email interactions - parking for set time

Hey all,

Does anyone have any idea if you can park an email in a queue for a set time frame - think scheduled callback for email...

We have an email queue that covers several timezones and we can't always call a customer in relation to the email at the time it comes to the top of the queue, or we'd like to park the email for a day waiting for some other actions. We'd love a way to be able to park the email for a set time (eg 1hr, 1day etc) 

I'm gathering it would be possible within a script pop-up - eg a button to park for X hrs which stops it coming back to the queue for that time... Perhaps a holding queue?

If anyone has this type of function in place can you share how you've managed to do it?

Thanks! 

#Unsure/Other

------------------------------
Andrew Doller
Aioi Nissay Dowa Insurance Australia Pty Ltd
------------------------------

Attached is a quick flow I made - Note you can do this as an inbound message flow - or even likely transfer directly to the flow, but I personally like the holding queue so you can see what's in it, and get stats for it etc. 

This was a quick one so there might be better ways to do it if I sat down for a while but this would get the skill, queue and time from the participant data, then lookup the queue and skill ID so you can append to the transfer to ACD function. The make time function for wait is currently in mins but you can change that to hours by moving the variable to the left. 

------------------------------
Lawrence Drayton
Prvidr Pty Ltd
------------------------------

Original Message:
Sent: 06-13-2023 19:29
From: Andrew Doller
Subject: Email interactions - parking for set time

Hey all,

Does anyone have any idea if you can park an email in a queue for a set time frame - think scheduled callback for email...

We have an email queue that covers several timezones and we can't always call a customer in relation to the email at the time it comes to the top of the queue, or we'd like to park the email for a day waiting for some other actions. We'd love a way to be able to park the email for a set time (eg 1hr, 1day etc) 

I'm gathering it would be possible within a script pop-up - eg a button to park for X hrs which stops it coming back to the queue for that time... Perhaps a holding queue?

If anyone has this type of function in place can you share how you've managed to do it?

Thanks! 

#Unsure/Other

------------------------------
Andrew Doller
Aioi Nissay Dowa Insurance Australia Pty Ltd
------------------------------