Genesys Engage on-premises

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  • 1.  Email SLA Configuration

    Posted 10-02-2023 19:41

    Our current configuration of email defaults to ignore emails once they have passed the threshold for SLA so for instance if an email SLA is 24 hours emails are prioritized oldest answered first to the agent until an email is no longer able to positively participate in SLA and then Genesys deprioritizes it behind all emails that have not yet reached that point.  Our dream configuration would be 100% of emails prioritized oldest answered first. :)  Does anyone know how that can done please?


    Susan Bilk
    ANZ Bank New Zealand Limited

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