Genesys Cloud - Main

Hi All, 

Is there a way we can pull or grab an active interaction assigned to the agent been waiting for many hours but the Agent is offline? This is not assigning from the queue but reassign from the agent to other agent.

Many Thanks

#ConversationalAI(Bots,VirtualAgent,etc.)
#Routing(ACD/IVR)

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Rechelle McConnell
CHRISTIAN BROADCASTING NETWORK
Outbound Dialer Systems Administrator
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Hi Rechelle,

It depends on the interaction type.  For messaging interactions you can set a timeout so that if an agent hasn't responded after X minutes it can reassign to the queue so another agent can pick it up: Disconnect or reroute inactive messaging conversations

If its an email and its parked, then you can reassign it, but if the agent has logged out whilst they are actively handling an interaction, there isn't an easy solution that I am aware of.  Maybe someone else in the community has a workaround for this.

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Sam Jillard
Online Community Manager/Moderator
Genesys - Employees
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If the agent has answered it then no.  I believe there is a roadmap item to be able to redirect emails but not 100% sure on it.

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Andy Jackson
Senior Unified Communications Engineer
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