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  • 1.  Parking Emails

    Posted 09-11-2024 09:52

    the documentation for parking emails says "f you park an email interaction for more than seven days, the client removes the interaction from the Parked Conversations and returns it to your active interaction roster."  - Is this 7 working days or 7 business days?


    #Omni-ChannelDesktop/UserInterface

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    Kathryn Haines
    Owens Corning Sales, LLC.
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  • 2.  RE: Parking Emails

    GENESYS
    Posted 09-11-2024 10:26
    Edited by Cameron Tomlin 09-11-2024 10:27

    Hello Kathryn, 

    This is just 7 calendar days.

    https://help.mypurecloud.com/articles/park-and-resume-an-email-interaction/

    Cheers, 



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    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Parking Emails

    Posted 09-11-2024 10:35

    Thanks Cameron. Does Genesys provide any type of alert to the agent when the interaction is automatically re-connected after the 7 days? And do they get an alert if the system re connects them to a parked email in which a new email came into the thread?



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    Kathryn Haines
    Owens Corning Sales, LLC.
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  • 4.  RE: Parking Emails
    Best Answer

    GENESYS
    Posted 09-11-2024 12:17

    Kathryn, 
    While I have very little experience with parking and unparking, I would say yes it should alert for both when the re-connect after the 7 days and reconnect if a new email comes into the thread. 

    Cheers, 



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    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
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  • 5.  RE: Parking Emails

    Posted 5 days ago
    Edited by Bruce Lewis 5 days ago

    Hi Cam,

    Forgive me if this belongs in a new thread, but I had a question come up today and have found a little info here, https://help.mypurecloud.com/articles/park-and-resume-an-email-interaction/ but not the full answer to what OneCall is asking.

    Do you know if the 10 parked email per user limit can be adjusted (raised) at all?

    It appears that it can't be, but I haven't found anything explicitly stating this in documentation, and I'm trying to get a definitive answer for OneCall.

    Thank you.



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    Bruce Lewis
    Genesys Advanced Diagnostic Engineer

    ConvergeOne
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  • 6.  RE: Parking Emails

    GENESYS
    Posted 5 days ago

    Hello Bruce!

    This would belong on a new thread since its different than the original post. But I am poking around to try and find you an answer. In the mean time please open a new thread and hopefully I can find something by that time! 

    Cheers, 



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    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
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  • 7.  RE: Parking Emails

    Posted 5 days ago

    All, 

    For the timeout, here is the idea to extend that:  Administrator shall be able to configure | Genesys Cloud Ideas Portal (aha.io)

    For the number in orbit, here is the idea: Administrator shall be able to configure | Genesys Cloud Ideas Portal (aha.io)



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    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 8.  RE: Parking Emails

    GENESYS
    Posted 5 days ago

    Hey Bruce and @Kathryn Haines

    Robert provided a great response on this thread! https://community.genesys.com/discussion/email-parking



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    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
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