Hey everyone,

I'm attempting to use an In-Queue Email flow to apply skills to the email messages.  An initial inbound flow routes the email to a queue, and that queue has the In-Queue Flow set to the flow which assigns skills based on the contents of the email.  However, the In-Queue flow does not seem to be triggering until the interaction gets assigned to an agent.  The emails will sit in the queue, no skill, no changes, but as soon as the email is assigned to an agent or the agent "claims" the email the In-Queue Flow runs and the skills are applied.  

Why doesn't the In-Queue Email flow trigger when the email interaction arrives in the queue?
#DigitalChannels
#Routing(ACD/IVR)
#SystemAdministration

------------------------------
Thanks,
Trey Miller
------------------------------

Again, another one that was answered in the AMA, but not online - shame on those Joes!

As mentioned, your in-queue flow will not trigger if there are idle agents.  Also, the initiation state should fire with the flow, but the Recurring state only kicks in 60 seconds after finishing the Initial state.


------------------------------
Robert Wakefield-Carl
Avtex Solutions, LLC
Contact Center Innovation Architect
https://www.Avtex.com
https://RobertWC.Blogspot.com
------------------------------

Original Message:
Sent: 08-30-2022 16:59
From: Trey Miller
Subject: In-Queue Email Flow Trigger

Hey everyone,

I'm attempting to use an In-Queue Email flow to apply skills to the email messages.  An initial inbound flow routes the email to a queue, and that queue has the In-Queue Flow set to the flow which assigns skills based on the contents of the email.  However, the In-Queue flow does not seem to be triggering until the interaction gets assigned to an agent.  The emails will sit in the queue, no skill, no changes, but as soon as the email is assigned to an agent or the agent "claims" the email the In-Queue Flow runs and the skills are applied.

Why doesn't the In-Queue Email flow trigger when the email interaction arrives in the queue?
#DigitalChannels
#Routing(ACD/IVR)
#SystemAdministration

------------------------------
Thanks,
Trey Miller
------------------------------

Hey Trey, 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

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager
------------------------------

Original Message:
Sent: 08-30-2022 16:59
From: Trey Miller
Subject: In-Queue Email Flow Trigger

Hey everyone,

I'm attempting to use an In-Queue Email flow to apply skills to the email messages.  An initial inbound flow routes the email to a queue, and that queue has the In-Queue Flow set to the flow which assigns skills based on the contents of the email.  However, the In-Queue flow does not seem to be triggering until the interaction gets assigned to an agent.  The emails will sit in the queue, no skill, no changes, but as soon as the email is assigned to an agent or the agent "claims" the email the In-Queue Flow runs and the skills are applied.

Why doesn't the In-Queue Email flow trigger when the email interaction arrives in the queue?
#DigitalChannels
#Routing(ACD/IVR)
#SystemAdministration

------------------------------
Thanks,
Trey Miller
------------------------------

Unless something has changed since I tested this back in July there are some undocumented quirks with the Recurring State in In-Queue Flows which wasn't mentioned.

The Recurring State start with running every 60 seconds, after 5 times it adds 5 seconds so it is now run every 65 seconds. After a few times it also reduces the number of runs required to add more time between each loop and eventually the Recurring State will only run once every 60 minutes.

Another important thing to know is that after 72 hours the Recurring State won't run at all, the e-mail will just wait in queue until an agent becomes available.
Started looking into how this actually worked after a customer wanted to overflow an e-mail after 5 days but it never happened.

------------------------------
Jan Heinonen
Contact Center Specialist
GlobalConnect AB
------------------------------

Original Message:
Sent: 09-07-2022 09:04
From: Matt Lawson
Subject: In-Queue Email Flow Trigger

Hey Trey, 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

------------------------------
Matt Lawson
Genesys - Employees
Online Community Manager

Original Message:
Sent: 08-30-2022 16:59
From: Trey Miller
Subject: In-Queue Email Flow Trigger

Hey everyone,

I'm attempting to use an In-Queue Email flow to apply skills to the email messages.  An initial inbound flow routes the email to a queue, and that queue has the In-Queue Flow set to the flow which assigns skills based on the contents of the email.  However, the In-Queue flow does not seem to be triggering until the interaction gets assigned to an agent.  The emails will sit in the queue, no skill, no changes, but as soon as the email is assigned to an agent or the agent "claims" the email the In-Queue Flow runs and the skills are applied.

Why doesn't the In-Queue Email flow trigger when the email interaction arrives in the queue?
#DigitalChannels
#Routing(ACD/IVR)
#SystemAdministration

------------------------------
Thanks,
Trey Miller
------------------------------