Hi Team,
We use Email Wizard and want emails that are transferred back to the same queue to remain unassigned until manually claimed from Email Wizard. Currently, when an agent transfers an email back to the queue, Genesys immediately redistributes it to the next available agent. Is there an Email Wizard configuration or queue configuration that supports a manual claim model for re-queued emails?
#Routing(ACD/IVR)------------------------------
John
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