Genesys Cloud CX

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  • 1.  Emails reschedule and reassign

    Posted 06-13-2022 19:52
    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

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    Francis Hoang
    TeleApps Services Pty Ltd
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  • 2.  RE: Emails reschedule and reassign

    Posted 06-14-2022 12:08
    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

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    Warren Beddie
    Noralogix PTY (Ltd)
    warren@noralogix.com
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  • 3.  RE: Emails reschedule and reassign

    Posted 07-01-2022 12:43
    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

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    Mariia SAMODLOVA
    Inetum
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  • 4.  RE: Emails reschedule and reassign

    Posted 30 days ago
    Hi @Francis Hoang Did you find a solution for both questions you posted? Interested to know how you implemented your solution​

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    Vincent Sabolboro
    ATB Financial
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  • 5.  RE: Emails reschedule and reassign

    Posted 30 days ago
    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

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    Warren Beddie
    Noralogix PTY (Ltd)
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  • 6.  RE: Emails reschedule and reassign

    Posted 26 days ago
    Hi Warren,

    Thank you for the information.

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    Vincent Sabolboro
    ATB Financial
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