Genesys Cloud - Main

Morning guys, 

I'm sure I'm missing something really obvious here. 

Scenario - we have an email queue with multiple agents assigned. An agent has incomplete email interactions assigned to them but then goes of sick (thus cannot transfer them to another agent or queue). As a platform administration or supervisor, how do we reassign these email interactions to another agent or queue? Again, positive that I'm missing something really obvious here. 

Cheers folks. 

Matt 

Hey mate, 

Common issue! Two ways to really solve :)

1. Get the agents to transfer before they leave for the day 
2. Failing this, you can use the GC APIs to do a transfer (In saying that I'll have to do some research as to my theory lol)

I'll get back to you once I have tested it and give you the API and payload example. You'll need to create a little UI, or potentially set up a data action and if your supervisors have access to the actions then they could do it from there - but I would suggest a UI for someone to select a queue/user and input the conversation ID to transfer 

Hey Lawrence, 

I hope that you are well today and thank you for your response! 

Wow. I'd have thought that this would have been a basic requirement achievable through the GCCX UI. Hopefully one that Genesys will develop into the platform in a future release. 

Matt