Genesys Cloud - Main

My company has now been on Genesys Cloud CX for a little over a year, and we're just now considering an email routing integration. We opted not to at go-live for a few different reasons, but the biggest roadblock, at the time, was that the system was not very capable of handling an interaction where a customer and a particular agent, might have a lengthy back and forth discussion.

We're now recognizing that this might not be as big of an issue as we thought back then, and are now in the process of getting out domain set up within the system so that at the very least we can test the functionality as it is.

We have been testing a flow, using the mypurecloud domain that is already set up in the system, and some questions have come up that I don't have answers for, so I thought I'd put this out there to see if anyone could help me provide those answers to my team.

If emails are set up so that they can be interrupted by voice or messenger interactions, and with a much longer service level expectation (default I've noticed is 24 hours), how do these longer interactions impact daily metrics like AHT, ATT, ASA and Service Level?

Many, but not all, of the messages that we receive through out customer service inbox result in a back and forth dialogue that might take place over a couple of days, so if an agent has an email assigned, but is unable to respond to it in the moment, is there a way that they can reply to the customer, letting them know that they are looking into a solution, or answer to their question, while still keeping the interaction live on their end? Or do they just need to let the email sit until they have an answer for the customer?

I do know that the Genesys system keeps track of email strings, based on the email address or subject line, but I'm also curious to know if anyone has figured out a way to set up an email flow to look for the agent that previously handled an earlier email, with the same subject line, and deliver that follow-up message back to the same agent?

#DigitalChannels

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John Elgethun
Quality Bicycle Products, Incorporated
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1. how do these longer interactions impact daily metrics like AHT, ATT, ASA and Service Level?

Each reply to an email resets the handle time for the email, so you will get a handle time for each Email and all the threads together will aggregate to a total handle time.

2.   is there a way that they can reply to the customer, letting them know that they are looking into a solution, or answer to their question, while still keeping the interaction live on their end? Or do they just need to let the email sit until they have an answer for the customer?

There are two methods of Email routing.   Single or Multiple replies.  The later allows the email to be sent and replying again or forwarding elsewhere.  You could leave that email open and not disconnected until it can be replied to.  You would have to set Utilization higher if this happens frequently.  There is also an Email Parking feature coming that will allow agents to set the Email aside and come back to it for the reply. 

3. way to set up an email flow to look for the agent that previously handled an earlier email, with the same subject line, and deliver that follow-up message back to the same agent?

That is what the Email threading does.  But it does require that the Email is directed to the queue and not to a flow.  That will automatically look for the last agent and the subject and thread that back to the last agent that replied to the email.  There is no setup for this aside from setting the email to route directly to the queue.  

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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.com
https://www.ttecDigital.com
https://RobertWC.Blogspot.com
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