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  • 1.  Priorise interaction more than 72H

    Posted 05-23-2023 03:38
    No replies, thread closed.

    Hello,

    I have a scenario, where I want priorize email interaction during long period ( sometimes more than 10 days), it means each hour, the system priorises by a specific number.
    As far I know, we can manage the interaction during 72H in a queue email flow https://help.mypurecloud.com/articles/wait-action/.
    It means after 72H, the interaction stays in queue but we have no way to continue to priorise.
    Do you you have feedback or workaround for answer to this use case (break the 72H limitation)
    my hints :
    - Use workflow, but this limitation is still present.(72 H)
    - Make a transfert to ACD just before 72H for reset the count, but seems this limitation is still present after transfert.

    thanks for your lights!




    #DigitalChannels
    #Implementation
    #Routing(ACD/IVR)
    #Unsure/Other

    ------------------------------
    Jeremy
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  • 2.  RE: Priorise interaction more than 72H

    Posted 05-23-2023 22:03
    No replies, thread closed.

    Email parking will do this in the future, but until then, you could look at work items and work bins that could "hold" items and process them later.  I know this is not designed for Email, but with the API, you could have an object recreate the Email to the agent.  If you want more information about what Email fun stuff is coming out, check out the April Roadmap Webinar:  https://elasticbeanstalk-us-east-1-929531174921.s3.amazonaws.com/know-cms/media-library/prod/Genesys_Cloud_Q2_2023_Roadmap_Recording_a4b9637e98.mp4?updated_at=2023-04-27T13:52:46.214Z



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



  • 3.  RE: Priorise interaction more than 72H

    Posted 05-24-2023 13:30
    No replies, thread closed.

    Over time - we'll likely look as ways to tie parked emails to workitems so that we can support these longer running use cases but I'd caution you to be careful about trying to do so now.  Once the email disconnects, at the end of the 72 hours, we don't really have a way to bring it back to life right now.  Yes, you could create a workitem that could live on and present back to the agent in a certain amount of time - but I'm not sure you'd have access to the email and its contents again.  I've not tested this - and it may be doable - but know that there are a number of kinks to work out.



    ------------------------------
    Chris Bohlin
    Sr. Director - Product Management
    Genesys Cloud
    ------------------------------

    Original Message


  • 4.  RE: Priorise interaction more than 72H

    Posted 05-24-2023 13:41
    No replies, thread closed.

    Our AppFoundry Premium App adds Email Parking and Long-Term Conversations capabilities to Genesys Cloud. It would solve your use-case.
    https://appfoundry.genesys.com/filter/genesyscloud/listing/59c44a27-fb86-4806-8640-18a99c7f544f



    ------------------------------
    Maksim Gill
    Eccentex (Advanced Case and Email Management Platform for Genesys)
    https://www.eccentex.com/genesys
    ------------------------------



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