A place to ask questions, connect with others, and stay in the know
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?
Check out the Genesys Knowledge Network - your all-in-one access point for Genesys resources
Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.