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  • 1.  Email Queues - A Massive problem.....

    Posted 12-31-2019 06:34
    No replies, thread closed.
    Our Customer Service Center are unable to manage email queuing in its current state.

    We have several email queues in place, as an example we'll use US Customer, UK Customer, Reports....

    Call Center Rep is applied only to queue, US Customer, but receives emails/interactions from all queues. Even if I take them out of the queues (make them not available for selection) they still receive emails/interactions from all queues.

    As a retail business you can imagine this time of year we are inundated with emails from customers and this is a massive problem as all our teams, which are divided for specific tasks are receiving all types of emails.

    #Routing(ACD/IVR)
    #Unsure/Other

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    Laurie Cochrane
    Fat Face Ltd
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  • 2.  RE: Email Queues - A Massive problem.....

    Posted 12-31-2019 22:02
    No replies, thread closed.
    Hi Laurie,

    This is the same issue discussed here:

    https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MessageKey=803c380d-568c-4ea7-937b-d4d608d03703&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer&ReturnUrl=%2fcommunities%2fcommunity-home1%2fdigestviewer%3fCommunityKey%3dbab95e9c-6bbe-4a13-8ade-8ec0faf733d4

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    Paulo Mesquita
    Spark NZ Trading
    ------------------------------

    Original Message


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