Yes, we are in a holding pattern. I usually suggest replying to the customer and cc'ing another GCx email that goes into a queue that either allows manual assignment or use a moniker in the agent signature to allow preferred-agent routing. You can use an in-queue Email flow to route out of that queue and agent after a set period. You could even have the agent set the recall time in the subject by the number of days to "park" the email.
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Robert Wakefield-Carl
ttec Digital
Sr. Director - Innovation Architects
Robert.WC@ttecdigital.comhttps://www.ttecDigital.comhttps://RobertWC.Blogspot.com------------------------------
Original Message:
Sent: 03-04-2024 21:09
From: Joel Graham
Subject: Email Workbins - Is there a work around?
Hi Folks,
While we wait for the email parking feature to be released (DIG-I-19) we are looking for a work around for the lack of work bin functionality in GC email handling.
How have other organisations dealt with a 'work bin' / 'email parking' use case in Genesys Cloud?
Thanks!
#DigitalChannels
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Joel Graham
CX Program Manager
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