Genesys Cloud - Main

Hi All,

Our Agents have been getting frustrated with how our email filters are set up.

Currently we have one email queue, with a switch that has 7 different cases with 7 different list of keywords to filter in to those queues.
When a customer emails in, it routes to whichever queue a keyword was picked up in. When customers then reply to that agent, it sometimes goes in to a different queue than before.

Is there a way around this? Advanced agent routing or so?

Thanks in advance.

Hi All,

Our Agents have been getting frustrated with how our email filters are set up.

Currently we have one email queue, with a switch that has 7 different cases with 7 different list of keywords to filter in to those queues.
When a customer emails in, it routes to whichever queue a keyword was picked up in. When customers then reply to that agent, it sometimes goes in to a different queue than before.

Is there a way around this? Advanced agent routing or so?

Thanks in advance.

Hi All,

Our Agents have been getting frustrated with how our email filters are set up.

Currently we have one email queue, with a switch that has 7 different cases with 7 different list of keywords to filter in to those queues.
When a customer emails in, it routes to whichever queue a keyword was picked up in. When customers then reply to that agent, it sometimes goes in to a different queue than before.

Is there a way around this? Advanced agent routing or so?

Thanks in advance.