Genesys Cloud - Main

Hi,
I have a question abour the email channel. Is there any way that an aent can  pick up an email from a queue? It is mean, Agent can choose an email from the waitng queue for example due to the uregency of the email.
In addition, Can the Supervisor to assign an email from the queue to a specific agent?
Many thanks
#DigitalChannels

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Feliciano Rodriguez del Castillo
Inetum España, S.A.U.
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I haven't used it just yet but I think the Email Preview app is what you'd want.

https://appfoundry.genesys.com/filter/genesyscloud/listing/8e458a3b-bac0-4280-8964-661a3b00b118

Feliciano,

As Paul posted above their is the Email Preview App.  There is also Advanced eMail Interface (AMI) from Cloudeo B.V.:

https://appfoundry.genesys.com/filter/genesyscloud/listing/7f9c446e-0ec8-4aac-ae14-1f2ebe8f09f3

-Jim

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Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
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Original Message:
Sent: 05-06-2021 10:43
From: Paul Dittrich
Subject: Pick up an email from the queue

I haven't used it just yet but I think the Email Preview app is what you'd want.

https://appfoundry.genesys.com/filter/genesyscloud/listing/8e458a3b-bac0-4280-8964-661a3b00b118

Feliciano,

I should have also mentioned that Genesys Cloud has some built-in functionality for this now.  Supervisors can manually assign emails to users, or users can manually assign emails to themselves using the Queue Performance dashboard.  This article on the Resource Center describes how to set it up:

https://help.mypurecloud.com/articles/manually-assign-waiting-interactions/

-Jim

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Jim Crespino
Senior Director, Developer Evangelism
Genesys
https://developer.genesys.com
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