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  • 1.  Emails and Inbound Calls

    Posted 11-27-2019 09:23
    No replies, thread closed.
    Hello, 

    Wondering if anyone else has an issue with emails coming  through even after agent has been removed from the inbound queue and skill.

    When I change the agent to a different queue and remove emails from skills the rep continues to receive emails. I usually make them refresh a couple of times log out and back in and sometimes that works but sometimes not. This morning my agent received another 4 emails before a call came through. Anyone know how to fix this?
    #Routing(ACD/IVR)
    #SystemAdministration
    #Telephony

    ------------------------------
    Julie Green
    Sentinel Benefits & Financial Group
    ------------------------------


  • 2.  RE: Emails and Inbound Calls

    Posted 11-29-2019 06:27
    No replies, thread closed.
    Hi Jullie,

    This is expected as Purecloud works with something called Last Agent Routing:
    https://help.mypurecloud.com/faq/why-is-an-email-routed-from-a-queue-to-an-agent-no-longer-in-that-queue/

    You can stop this behaviour by adding an email flow in Architect. The platform can look for skills or preferred agent instead of the last agent.

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

    Original Message


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