Genesys Cloud - Main

Hi All,

we have a scenario, were we need to identify if the email is transferred from agent or its a direct INBOUND email.

Example

we have a Inbound flow --> In-Queue Flow

Scenario 1 : 

Inboundflow - IF1
InQ Flow - IQ1

When customer sends an email , the email arrives at IF1 and when it is waiting in Queue , it executes IQ1 Flow

Scenario 2.

Agent transfer the Inbound email to a Queue (In-Queue Flow)

InQ Flow - IQ1

When agent transfers a mail to a queue which has IQ1 flow , IN-Queue flow  is  unable to differentiate if its a Inbound email or Transfer email from Agent.

we need this bifurcation for priority Logic.

Tried options .

1.Used Email.Message.Direction , but provides only INBOUND , even though the mail is transferred to Queue.

2. Used Set participant to set a variable suggesting if its from Agent or Inbound , this does not work since the participant data remains the same for Transfer as well.

Please let us know if there are any other methods to identify an email arriving to In-Queue flow as TRANSFERRED or INBOUND.

Thanks

Murthy

#Routing(ACD/IVR)

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Murthy PN
Infosys Limited
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Hello Murthy,

This certainly does seem doable. Do you have a specific use case for new emails vs. transferred emails specifically or are you just looking for a way to differentiating them? Have you tried using or setting a priority on the transferred interactions?

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Jason Kleitz
Genesys - Employees
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Hi Murthy,

Use Script to Set Participant Data by triggering Data Action when email is Answered. Then look for that Data to confirm its Transferred

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Cheers
Zubair
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