Genesys Cloud - Main

Good Morning!   I have a quick question..  I was wondering if anyone knows what the email stacking cap would be for PureCloud, or where i might find this information? 

I am trying to understand somethings we were seeing in our system this last week, and i didn't have much luck with my Genesys ticket.  

thanks!
#SystemAdministration

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[Erin] [Neufeld]
[Business Systems Analyst]
[Kal Tire]
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@Lucie DeCristofaro any ideas? ​

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George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
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Good question, I have an interaction with more than 250 emails.

Every time we receive a new message and click answer it freezes for a good 20 – 30 minutes before it answers, then when we reply and press send, it takes a good 20 minutes to disconnect as well.

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Paulo Mesquita
Spark NZ Trading
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Original Message:
Sent: 09-26-2019 11:42
From: George Ganahl
Subject: Email Stacking

@Lucie DeCristofaro any ideas? ​

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George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
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At this time, the cap is at 250 emails from the external customer. But sounds like that limit may be too high given the comments. We can reduce it. Would 50 emails from the external customer be sufficient?

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Lucie DeCristofaro
Genesys - Employees
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Hi Lucie,

This change would fix most of the email issues.

Customers are sending messages as a new email/new thread, but they are appending to the same interaction because they have the same subject.



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Paulo Mesquita
Spark NZ Trading
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Original Message:
Sent: 12-05-2019 09:09
From: Lucie DeCristofaro
Subject: Email Stacking

At this time, the cap is at 250 emails from the external customer. But sounds like that limit may be too high given the comments. We can reduce it. Would 50 emails from the external customer be sufficient?

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Lucie DeCristofaro
Genesys - Employees
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That issue would likely be solved by a different change altogether. I still think limiting the thread depth has merits as it sounds like 250 emails from customer + potentially 250 more from the agent are too much. For example, gmail thread can only have 100 emails max.

But, we will be changing the way threading works, likely next Wednesday for all customers. I can enable it for you early if you'd like. We will no longer thread using subject&sender under any circumstances, more details here: https://purecloud.ideas.aha.io/ideas/CLINB-I-682

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Lucie DeCristofaro
Genesys - Employees
------------------------------

Original Message:
Sent: 12-05-2019 23:41
From: Paulo Mesquita
Subject: Email Stacking

Hi Lucie,

This change would fix most of the email issues.

Customers are sending messages as a new email/new thread, but they are appending to the same interaction because they have the same subject.



------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------


Original Message:
Sent: 12-05-2019 09:09
From: Lucie DeCristofaro
Subject: Email Stacking

At this time, the cap is at 250 emails from the external customer. But sounds like that limit may be too high given the comments. We can reduce it. Would 50 emails from the external customer be sufficient?

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Lucie DeCristofaro
Genesys - Employees

Hey All, we found email stacking to be well above 250 per customer.  (proven by an automated email being forwarded into PureCloud every 35 minutes).  

Curiously enough, once i tampered around with the queue security for emails,  i was able to stop the stacking from happening.

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[Erin] [Neufeld]
[Business Systems Analyst]
[Kal Tire]
------------------------------

Original Message:
Sent: 12-06-2019 08:36
From: Lucie DeCristofaro
Subject: Email Stacking

That issue would likely be solved by a different change altogether. I still think limiting the thread depth has merits as it sounds like 250 emails from customer + potentially 250 more from the agent are too much. For example, gmail thread can only have 100 emails max.

But, we will be changing the way threading works, likely next Wednesday for all customers. I can enable it for you early if you'd like. We will no longer thread using subject&sender under any circumstances, more details here: https://purecloud.ideas.aha.io/ideas/CLINB-I-682

------------------------------
Lucie DeCristofaro
Genesys - Employees
------------------------------


Original Message:
Sent: 12-05-2019 23:41
From: Paulo Mesquita
Subject: Email Stacking

Hi Lucie,

This change would fix most of the email issues.

Customers are sending messages as a new email/new thread, but they are appending to the same interaction because they have the same subject.



------------------------------
Paulo Mesquita
Spark NZ Trading


Original Message:
Sent: 12-05-2019 09:09
From: Lucie DeCristofaro
Subject: Email Stacking

At this time, the cap is at 250 emails from the external customer. But sounds like that limit may be too high given the comments. We can reduce it. Would 50 emails from the external customer be sufficient?

------------------------------
Lucie DeCristofaro
Genesys - Employees

Thanks Lucie,

That's good news.

------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 12-06-2019 08:36
From: Lucie DeCristofaro
Subject: Email Stacking

That issue would likely be solved by a different change altogether. I still think limiting the thread depth has merits as it sounds like 250 emails from customer + potentially 250 more from the agent are too much. For example, gmail thread can only have 100 emails max.

But, we will be changing the way threading works, likely next Wednesday for all customers. I can enable it for you early if you'd like. We will no longer thread using subject&sender under any circumstances, more details here: https://purecloud.ideas.aha.io/ideas/CLINB-I-682

------------------------------
Lucie DeCristofaro
Genesys - Employees
------------------------------


Original Message:
Sent: 12-05-2019 23:41
From: Paulo Mesquita
Subject: Email Stacking

Hi Lucie,

This change would fix most of the email issues.

Customers are sending messages as a new email/new thread, but they are appending to the same interaction because they have the same subject.



------------------------------
Paulo Mesquita
Spark NZ Trading


Original Message:
Sent: 12-05-2019 09:09
From: Lucie DeCristofaro
Subject: Email Stacking

At this time, the cap is at 250 emails from the external customer. But sounds like that limit may be too high given the comments. We can reduce it. Would 50 emails from the external customer be sufficient?

------------------------------
Lucie DeCristofaro
Genesys - Employees