Genesys Cloud CX

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  • 1.  Help searching for outbound email interactions

    Posted 08-30-2022 00:31
    Hi Genesys Community!

    I'm having trouble locating outbound email interactions from Genesys Cloud were the email was forwarded to a new email address. When I search Interactions on the TO email address (and use the address it was forwarded to) I get no results. If I search on the email address for the original email address (originating email in thread) I get the results and can see the forwarded email in the thread.

    Should I be able to locate a forwarded email based on the address that the email was forwarded to?
    #Outbound
    #Unsure/Other

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    Allyson Holloway
    AFSA (Australian Financial Security Authority)
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  • 2.  RE: Help searching for outbound email interactions

    Posted 09-06-2022 23:39
    Another on the last AMA.

    Yes, you are correct.  Each conversation is threaded for the original From address and the subject.  When something is interjected into that equation, but does not change the overall outcome, then yes, you will be able to see that other email address in the threaded view, but not filter or find it.  Please add your comments about this on this idea: https://genesyscloud.ideas.aha.io/ideas/DIG-I-979

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    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Help searching for outbound email interactions

    GENESYS
    Posted 09-07-2022 09:06
    Hey Allyson,

    Two Pro Services Principal Consultants, or also known as our very own
     "Above Average Joes," were on the Q&A Show this week and tackled some community questions ranging the gamut of topics including, but yours was one of them! Check out the minute markers below and hope you enjoy the episode:

    2:38 - In- Queue Email Flow Triggers
    9:20 - Searching Outbound Email Interactions
    15:25 - Tagging Callback Interactions
    19:39 - Busy Fax Signal
    26:21 - Dialogflow Delays
    29:53 - Recall Attempts
    33:13 - Call Recording Policy
    39:22 - Schedule Callbacks
    42:40 - Custom Contactable Time Sets

    We also highlight a new website revamp that, if you leave your valuable feedback, could score you a prize from our amazing Prize Wall! 


    Cheers,

    Matt


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    Matt Lawson
    Genesys - Employees
    Online Community Manager
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