Genesys Cloud - Main

Hi Team, 

Hi @John Crew

You can create a dummy queue with no agents assigned. When an agent transfers an email interaction, it will be sent to the dummy queue. Since there are no agents in that queue, the interaction will remain unassigned.

Now, how would you like to handle the interactions? Suppose there are 10 interactions in the queue:

• Do you want to give agents the option to choose which interaction they want to work on?

• Or should the system automatically assign a random interaction from the 10 to the agent?

Hello John,

I don't believe there is a way to have interactions automatically routed the first time, but parked for manual assignment if they are rerouted back to the queue. If you enable the Manual Assignment feature, all interactions are would have to be manually assigned to agents or claimed by those who have the permissions to do so.

Yogesh has a great idea but it does present some new questions.