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  • 1.  email routing

    Posted 01-13-2025 14:46
    No replies, thread closed.

    Hi,

    we are new to Genesys and just wen live with email interactions last week, live with voice for a few months now. I admin the system and am still learning my way round (i come from an Avaya background ).

    For the email team i set them to have 3 email interactions in the agent utilization , the email queue is set to standard routing and best skilled agent but i am struggling to understand how emails are routed. does the first person who goes on queue get the first 3 emails as thats the limit and then the next person who goes on queue gets the next ones queued, or does it somehow distribute the emails more evenly acorss the team. its a small team of 5 agents. There is nothing in architect. it just simply queues the email to the queue . 

    Thanks


    #Routing(ACD/IVR)

    ------------------------------
    Jacquie Feeney
    NA
    ------------------------------


  • 2.  RE: email routing
    Best Answer

    Posted 01-13-2025 22:12
    No replies, thread closed.


    Hi @Jacquie Feeney,

    In the scenario that you have 5 agents on queue at the same time new emails should allocate evenly between the agents using standard routing, By default, interactions are routing based on the 'time since last interaction'.

    In the case if you only have one agent on-queue once the agent answers the first email interaction the next email interaction should be offered and so on until reaching the agent utilization capacity.



    ------------------------------
    Sebastian Myers
    Genesys Cloud Engineer
    ------------------------------



  • 3.  RE: email routing

    Posted 01-14-2025 07:02
    No replies, thread closed.

    Thank you for explaining. It makes more sense now. 



    ------------------------------
    Jacquie Feeney
    NA
    ------------------------------

    Original Message


  • 4.  RE: email routing

    Posted 01-15-2025 08:12
    No replies, thread closed.

    Along the same lines i hope...

    The email queue is set to auto answer and the business wants to see a report showing the email interactions for the team and i guess proving its an even enough distribution (I know it will be based on the on queue time too and how many email interactions the agent may have opened from the previous day).

    The email queue report and email agent performance report (ran for this week) so the answer and handle email interactions as no where near close from agent to agent. Is there something else i can look at to show the business or explain to them that emails are distributed evenly based on agent workload? 

    Hope this makes sense. thank you



    ------------------------------
    Jacquie Feeney
    NA
    ------------------------------

    Original Message


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