Hi All,

does anyone know if you can;

1. Agents reschedule an email. For example, an Agent might require clarification for an email, so they want to reschedule the email for a few hours so that they can process other interactions whilst they wait for a response.

2. reassign email. Can we reassign an email that an Agent is sitting on. For example, and Agent has an email, they sign out for the day expecting to pick it up the next day, but they get unexpectedly sick. We want to reassign that email to the queue or transfer the email to another Agetnt.

Regards.

Francis.
#ArchitectureandDesign

------------------------------
Francis Hoang
TeleApps Services Pty Ltd
------------------------------

Hi Francis, 
Everything you are asking you can do. We built a custom application for our clients that does exactly what you are asking for. 
Kind Regards

------------------------------
Warren Beddie
Noralogix PTY (Ltd)
warren@noralogix.com
------------------------------

Original Message:
Sent: 06-13-2022 19:51
From: Francis Hoang
Subject: Emails reschedule and reassign

Hi All,

does anyone know if you can;

1. Agents reschedule an email. For example, an Agent might require clarification for an email, so they want to reschedule the email for a few hours so that they can process other interactions whilst they wait for a response.

2. reassign email. Can we reassign an email that an Agent is sitting on. For example, and Agent has an email, they sign out for the day expecting to pick it up the next day, but they get unexpectedly sick. We want to reassign that email to the queue or transfer the email to another Agetnt.

Regards.

Francis.
#ArchitectureandDesign

------------------------------
Francis Hoang
TeleApps Services Pty Ltd
------------------------------

Hello,
We are also really interested in the possibilility to reassign an email to another agent. 
Do you have any more details? Can we do it directly in Genesys Cloud without an extra application?
If not, can you give more details about this application? Is it Email Ninja?

Thank you for your time.
King regards,
Mariia Samodlova

------------------------------
Mariia SAMODLOVA
Inetum
------------------------------

Original Message:
Sent: 06-14-2022 12:08
From: Warren Beddie
Subject: Emails reschedule and reassign

Hi Francis,
Everything you are asking you can do. We built a custom application for our clients that does exactly what you are asking for.
Kind Regards

------------------------------
Warren Beddie
Noralogix PTY (Ltd)
warren@noralogix.com

Original Message:
Sent: 06-13-2022 19:51
From: Francis Hoang
Subject: Emails reschedule and reassign

Hi All,

does anyone know if you can;

1. Agents reschedule an email. For example, an Agent might require clarification for an email, so they want to reschedule the email for a few hours so that they can process other interactions whilst they wait for a response.

2. reassign email. Can we reassign an email that an Agent is sitting on. For example, and Agent has an email, they sign out for the day expecting to pick it up the next day, but they get unexpectedly sick. We want to reassign that email to the queue or transfer the email to another Agetnt.

Regards.

Francis.
#ArchitectureandDesign

------------------------------
Francis Hoang
TeleApps Services Pty Ltd
------------------------------

Hi Mariia, 

Hope you are doing well. You are a Genesys partner, we have several Genesys partners running this feature for their clients in the European space, we value the Genesys partner client relationship and so we have several benefits we give to Genesys partners with features like this Unfortunately this is a separate application, but the client has full control (client side install, data protection etc) and the cost is either a once off, where value outweighs cost, or in other cases we give this and other applications away for free to our committed partners/clients. The email type is irrelevant (to a point) the complicated part is actually agent behaviour and what this can do to the developed application. We have been running this feature for several years with Genesys Cloud clients who have 100+ email workgroups so stress testing is not an issue, neither emails bouncing between agent and workgroups. Happy to assist you further if you require. Kind Regards

------------------------------
Warren Beddie
Noralogix PTY (Ltd)
warren@noralogix.com
------------------------------

Original Message:
Sent: 07-01-2022 12:43
From: Mariia SAMODLOVA
Subject: Emails reschedule and reassign

Hello,
We are also really interested in the possibilility to reassign an email to another agent.
Do you have any more details? Can we do it directly in Genesys Cloud without an extra application?
If not, can you give more details about this application? Is it Email Ninja?

Thank you for your time.
King regards,
Mariia Samodlova

------------------------------
Mariia SAMODLOVA
Inetum

Original Message:
Sent: 06-14-2022 12:08
From: Warren Beddie
Subject: Emails reschedule and reassign

Hi Francis,
Everything you are asking you can do. We built a custom application for our clients that does exactly what you are asking for.
Kind Regards

------------------------------
Warren Beddie
Noralogix PTY (Ltd)
warren@noralogix.com

Original Message:
Sent: 06-13-2022 19:51
From: Francis Hoang
Subject: Emails reschedule and reassign

Hi All,

does anyone know if you can;

1. Agents reschedule an email. For example, an Agent might require clarification for an email, so they want to reschedule the email for a few hours so that they can process other interactions whilst they wait for a response.

2. reassign email. Can we reassign an email that an Agent is sitting on. For example, and Agent has an email, they sign out for the day expecting to pick it up the next day, but they get unexpectedly sick. We want to reassign that email to the queue or transfer the email to another Agetnt.

Regards.

Francis.
#ArchitectureandDesign

------------------------------
Francis Hoang
TeleApps Services Pty Ltd
------------------------------

Hi @Francis Hoang Did you find a solution for both questions you posted? Interested to know how you implemented your solution​

------------------------------
Vincent Sabolboro
ATB Financial
------------------------------

Original Message:
Sent: 06-13-2022 19:51
From: Francis Hoang
Subject: Emails reschedule and reassign

Hi All,

does anyone know if you can;

1. Agents reschedule an email. For example, an Agent might require clarification for an email, so they want to reschedule the email for a few hours so that they can process other interactions whilst they wait for a response.

2. reassign email. Can we reassign an email that an Agent is sitting on. For example, and Agent has an email, they sign out for the day expecting to pick it up the next day, but they get unexpectedly sick. We want to reassign that email to the queue or transfer the email to another Agetnt.

Regards.

Francis.
#ArchitectureandDesign

------------------------------
Francis Hoang
TeleApps Services Pty Ltd
------------------------------

Hi Vincent, 
You will need to make use of the Genesys Cloud APIs as well as your own code, both questions are do able we have been running this with clients for several years. We used Azure as a backbone so we could easily control the different types of agent scenarios that could happen and do happen. Agent behaviour is your biggest challenge, if your development does not take into account the different types of things agents can do, like being sick, not available to retake and email etc, it will cause a lot of problems. Most of the clients we work with have 100+ email workgroups, the Genesys Cloud APIs we have no issues with with this solution. 
Kind Regards

------------------------------
Warren Beddie
Noralogix PTY (Ltd)
------------------------------

Original Message:
Sent: 07-15-2022 12:58
From: Vincent Sabolboro
Subject: Emails reschedule and reassign

Hi @Francis Hoang Did you find a solution for both questions you posted? Interested to know how you implemented your solution​

------------------------------
Vincent Sabolboro
ATB Financial

Original Message:
Sent: 06-13-2022 19:51
From: Francis Hoang
Subject: Emails reschedule and reassign

Hi All,

does anyone know if you can;

1. Agents reschedule an email. For example, an Agent might require clarification for an email, so they want to reschedule the email for a few hours so that they can process other interactions whilst they wait for a response.

2. reassign email. Can we reassign an email that an Agent is sitting on. For example, and Agent has an email, they sign out for the day expecting to pick it up the next day, but they get unexpectedly sick. We want to reassign that email to the queue or transfer the email to another Agetnt.

Regards.

Francis.
#ArchitectureandDesign

------------------------------
Francis Hoang
TeleApps Services Pty Ltd
------------------------------

Hi Warren,

Thank you for the information.

------------------------------
Vincent Sabolboro
ATB Financial
------------------------------

Original Message:
Sent: 07-15-2022 13:22
From: Warren Beddie
Subject: Emails reschedule and reassign

Hi Vincent,
You will need to make use of the Genesys Cloud APIs as well as your own code, both questions are do able we have been running this with clients for several years. We used Azure as a backbone so we could easily control the different types of agent scenarios that could happen and do happen. Agent behaviour is your biggest challenge, if your development does not take into account the different types of things agents can do, like being sick, not available to retake and email etc, it will cause a lot of problems. Most of the clients we work with have 100+ email workgroups, the Genesys Cloud APIs we have no issues with with this solution.
Kind Regards

------------------------------
Warren Beddie
Noralogix PTY (Ltd)

Original Message:
Sent: 07-15-2022 12:58
From: Vincent Sabolboro
Subject: Emails reschedule and reassign

Hi @Francis Hoang Did you find a solution for both questions you posted? Interested to know how you implemented your solution​

------------------------------
Vincent Sabolboro
ATB Financial

Original Message:
Sent: 06-13-2022 19:51
From: Francis Hoang
Subject: Emails reschedule and reassign

Hi All,

does anyone know if you can;

1. Agents reschedule an email. For example, an Agent might require clarification for an email, so they want to reschedule the email for a few hours so that they can process other interactions whilst they wait for a response.

2. reassign email. Can we reassign an email that an Agent is sitting on. For example, and Agent has an email, they sign out for the day expecting to pick it up the next day, but they get unexpectedly sick. We want to reassign that email to the queue or transfer the email to another Agetnt.

Regards.

Francis.
#ArchitectureandDesign

------------------------------
Francis Hoang
TeleApps Services Pty Ltd
------------------------------

Hi Francis and Group,

If I'm following correctly there is nothing "out of the box" that would allow you to reassign an email that is sitting with one rep to another rep?  You would need someone savvy in API's or use a partner solution?

Thanks,

Tim

------------------------------
Tim Horan
Mapfre Tech SA
------------------------------

Original Message:
Sent: 06-13-2022 19:51
From: Francis Hoang
Subject: Emails reschedule and reassign

Hi All,

does anyone know if you can;

1. Agents reschedule an email. For example, an Agent might require clarification for an email, so they want to reschedule the email for a few hours so that they can process other interactions whilst they wait for a response.

2. reassign email. Can we reassign an email that an Agent is sitting on. For example, and Agent has an email, they sign out for the day expecting to pick it up the next day, but they get unexpectedly sick. We want to reassign that email to the queue or transfer the email to another Agetnt.

Regards.

Francis.
#ArchitectureandDesign

------------------------------
Francis Hoang
TeleApps Services Pty Ltd
------------------------------