Genesys Cloud CX

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  • 1.  Email Queue - Preferred Agent Routing

    Posted 21 days ago
    Hi all

    I have configured some of our voice queues for preferred agent routing including a specific inbound flow in Architect, data table etc.

    I am trying to configure one of our email queues to preferred agent routing.  I have updated the routing tab on that queue.  I have a inbound email flow transferring the email to ACD and updated the routing section with a list of preferred agents.

    How do I link the queue name to the inbound email flow?

    For the voice queues I could update the call routing section with the required inbound call flow.

    Thanks in advance.

    Darren
    #ArchitectureandDesign
    #Routing(ACD/IVR)

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    Darren Huxley
    RACV - Royal Auto Club of Victoria
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  • 2.  RE: Email Queue - Preferred Agent Routing

    Posted 21 days ago
    Hi, I have answered my own question, for those interested and weren't aware, in Admin > Email > Email Routing - i have selected the flow I created with the preferred agent list.

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    Darren Huxley
    RACV - Royal Auto Club of Victoria
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  • 3.  RE: Email Queue - Preferred Agent Routing

    Posted 19 days ago
    This app from AppFoundry also does this with a few more options: https://appfoundry.genesys.com/filter/genesyscloud/listing/59c44a27-fb86-4806-8640-18a99c7f544f

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    Maksim Gill
    Eccentex, Inc.
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