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Idea CERTNG-I-2155 - Message parking must return to origin agent

  • 1.  Idea CERTNG-I-2155 - Message parking must return to origin agent

    Posted 20 days ago
    Edited by Arthur Pereira Reinoldes 14 days ago

    Hello, community!

    The current Message Parking behavior negatively impacts the customer experience. When the customer replies or the parking time expires, the interaction is immediately returned to the queue and assigned to another agent based on idle time.

    Instead, the interaction should first return to the same agent who parked it, ensuring conversation continuity. Only if the original agent is unavailable after a configurable timeout should the interaction be routed to another available agent.

    So I've opened an idea to adjust this. If possible, please vote. Will help me a lot.

    Adding the new merged: Link https://genesyscloud.ideas.aha.io/ideas/CECC-I-1299


    #Routing(ACD/IVR)

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    Arthur Pereira Reinoldes
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  • 2.  RE: Idea CERTNG-I-2155 - Message parking must return to origin agent
    Best Answer

    Posted 20 days ago
    Edited by Arthur Pereira Reinoldes 20 days ago

    Voted!

    In the best-case scenario, the interaction should first go back to the agent who was already handling it, since they already have the full context. If that agent isn’t available, then it could be routed to another agent.

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    Elisson Fernandes
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  • 3.  RE: Idea CERTNG-I-2155 - Message parking must return to origin agent

    Posted 20 days ago

    Thank you @Elisson Fernandes. That's the point!



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    Arthur Pereira Reinoldes
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    Original Message


  • 4.  RE: Idea CERTNG-I-2155 - Message parking must return to origin agent

    Posted 20 days ago

    Voted! 

    After we present the functionality, this is the client's first question.



    ------------------------------
    Luiz Rosa
    Full stack developer
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  • 5.  RE: Idea CERTNG-I-2155 - Message parking must return to origin agent

    Posted 20 days ago

    Thank you @Luiz Rosa



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    Arthur Pereira Reinoldes
    ------------------------------

    Original Message


  • 6.  RE: Idea CERTNG-I-2155 - Message parking must return to origin agent

    Posted 20 days ago

    Completely agree with this, Arthur.

    For asynchronous channels like messaging and WhatsApp, continuity is extremely important operationally and from a CX perspective. Returning the interaction first to the original agent before falling back to queue routing would make much more sense in many real-world scenarios.

    I voted for the idea as well.



    ------------------------------
    Gabriel Garcia
    NA
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  • 7.  RE: Idea CERTNG-I-2155 - Message parking must return to origin agent

    Posted 20 days ago

    Thank you @Gabriel Garcia. 



    ------------------------------
    Arthur Pereira Reinoldes
    ------------------------------

    Original Message


  • 8.  RE: Idea CERTNG-I-2155 - Message parking must return to origin agent

    Posted 19 days ago

    Arthur Pereira Reinoldes 

    Supported and voted.

    I can definitely see the value in prioritizing the original agent first before falling back to standard queue routing. Preserving conversation continuity in asynchronous messaging journeys can make a significant difference to both customer experience and operational efficiency.



    ------------------------------
    Phaneendra
    Technical Solutions Consultant
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  • 9.  RE: Idea CERTNG-I-2155 - Message parking must return to origin agent

    Posted 17 days ago

    Thank you @Phaneendra Avatapalli!



    ------------------------------
    Arthur Pereira Reinoldes
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    Original Message


  • 10.  RE: Idea CERTNG-I-2155 - Message parking must return to origin agent

    Posted 18 days ago

    Voted



    ------------------------------
    Karim Abdellatif
    Senior Customer Success Manager
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  • 11.  RE: Idea CERTNG-I-2155 - Message parking must return to origin agent

    Posted 15 days ago

    Thank you @Karim Abdellatif



    ------------------------------
    Arthur Pereira Reinoldes
    ------------------------------

    Original Message


  • 12.  RE: Idea CERTNG-I-2155 - Message parking must return to origin agent

    Posted 18 days ago

    Makes really sense, Voted!



    ------------------------------
    BR,
    Uzay
    ------------------------------



  • 13.  RE: Idea CERTNG-I-2155 - Message parking must return to origin agent

    Posted 14 days ago

    Thank you @Uzay Doksoez



    ------------------------------
    Arthur Pereira Reinoldes
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    Original Message


  • 14.  RE: Idea CERTNG-I-2155 - Message parking must return to origin agent

    Posted 15 days ago

    Voted



    ------------------------------
    Fabíola Freitas
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  • 15.  RE: Idea CERTNG-I-2155 - Message parking must return to origin agent

    Posted 14 days ago

    Obrigado, @Fabíola Freitas!



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    Arthur Pereira Reinoldes
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    Original Message


  • 16.  RE: Idea CERTNG-I-2155 - Message parking must return to origin agent

    Posted 14 days ago

    Voted!

    I would vote twice if i could 😅



    ------------------------------
    Luiz Fernando Santos Bandeira
    Support and Maintenance Analyst at Coddera Software Ltda
    ------------------------------



  • 17.  RE: Idea CERTNG-I-2155 - Message parking must return to origin agent

    Posted 14 days ago

    Thank you, @Luiz Santos Bandeira! 

    I really appreciate that! 🙏



    ------------------------------
    Arthur Pereira Reinoldes
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    Original Message


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