Genesys Cloud - Main

Hi all, we are currently deploying email ACD routing and faced with the 2 below issues and hope someone can assist.

1. Last Agent Routing for email currently not working,Send test email to Cloud solution and routes to agent A, Both Agent A and Agent B is on Queue for Email interactions. Agent A Replies to email, customer replies to Agent A email, but the customer reply email routes to Agent B, although Agent A is on Queue and available.
3. Is there a method to identify a Reply email in Architect as the issue we are faced with is that when a new email arrives, we do Word Spotting and email routes accordingly, all Reply emails are failing to route due to Word Spotting, when Word Spotting is disabled, Replies Route. Need to identify Replies so that we can bypass word Spotting

#Routing(ACD/IVR)

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Reginald Sheraton
Bytes Systems Integration a Division of Altron
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Hi Reginald,

The Last Agent Routing doesn't work when using an Email Flow.

You can create a logic on Architect to set an attribute on new interactions before sending the message to the queue.
So, next time the customer reply (same interaction) you can use Get Participant Data to check if the message has a particular attribute and route to a different queue.



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Paulo Mesquita
Spark NZ Trading
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Hi there,
thanks for you response, with regards to last agent, i am now confused as you state it is not supported but Genesys indicates it is as well as all use case material (https://all.docs.genesys.com/UseCases/Public/PureCloud/CE16) from Genesys indicates this is supported.

https://help.mypurecloud.com/articles/about-acd-email-routing/
Notes:

• PureCloud attempts to route callbacks, email replies, and message replies to the last agent who handled it. The agent must be on queue and not fully utilized on those interactions. If the agent is not available, PureCloud routes the interaction to the next available agent. For more information about how to determine if an agent is fully utilized, see Configure agent utilization.
• For email and messaging interactions, and inbound callbacks, when you use preferred agent routing, PureCloud no longer attempts to route the interaction to the last agent who handled it. Scheduled callbacks, however, is unaffected by preferred agent routing. For more information, see Advanced routing overview.

------------------------------
Reginald Sheraton
Bytes Systems Integration a Division of Altron
------------------------------

Original Message:
Sent: 06-12-2020 04:39
From: Paulo Mesquita
Subject: Identify Reply Emails

Hi Reginald,

The Last Agent Routing doesn't work when using an Email Flow.

You can create a logic on Architect to set an attribute on new interactions before sending the message to the queue.
So, next time the customer reply (same interaction) you can use Get Participant Data to check if the message has a particular attribute and route to a different queue.



------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Genesys is working to enhance this feature.

There is some more info about this here.

------------------------------
Paulo Mesquita
Spark NZ Trading
------------------------------

Original Message:
Sent: 06-12-2020 04:54
From: Reginald Sheraton
Subject: Identify Reply Emails

Hi there,
thanks for you response, with regards to last agent, i am now confused as you state it is not supported but Genesys indicates it is as well as all use case material (https://all.docs.genesys.com/UseCases/Public/PureCloud/CE16) from Genesys indicates this is supported.

https://help.mypurecloud.com/articles/about-acd-email-routing/
Notes:

• PureCloud attempts to route callbacks, email replies, and message replies to the last agent who handled it. The agent must be on queue and not fully utilized on those interactions. If the agent is not available, PureCloud routes the interaction to the next available agent. For more information about how to determine if an agent is fully utilized, see Configure agent utilization.
• For email and messaging interactions, and inbound callbacks, when you use preferred agent routing, PureCloud no longer attempts to route the interaction to the last agent who handled it. Scheduled callbacks, however, is unaffected by preferred agent routing. For more information, see Advanced routing overview.

------------------------------
Reginald Sheraton
Bytes Systems Integration a Division of Altron
------------------------------


Original Message:
Sent: 06-12-2020 04:39
From: Paulo Mesquita
Subject: Identify Reply Emails

Hi Reginald,

The Last Agent Routing doesn't work when using an Email Flow.

You can create a logic on Architect to set an attribute on new interactions before sending the message to the queue.
So, next time the customer reply (same interaction) you can use Get Participant Data to check if the message has a particular attribute and route to a different queue.



------------------------------
Paulo Mesquita
Spark NZ Trading