Genesys Cloud - Main

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.

https://genesyscloud.ideas.aha.io/ideas/CERTNG-I-2155

#Routing(ACD/IVR)

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Arthur Pereira Reinoldes
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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

Original Message:
Sent: 05-15-2026 14:29
From: Arthur Pereira Reinoldes
Subject: Idea CERTNG-I-2155 - Message parking must return to origin agent

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.

https://genesyscloud.ideas.aha.io/ideas/CERTNG-I-2155

#Routing(ACD/IVR)

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

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.

https://genesyscloud.ideas.aha.io/ideas/CERTNG-I-2155

Voted! 

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

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.

https://genesyscloud.ideas.aha.io/ideas/CERTNG-I-2155

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.

https://genesyscloud.ideas.aha.io/ideas/CERTNG-I-2155

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.

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.

https://genesyscloud.ideas.aha.io/ideas/CERTNG-I-2155