jmkraap | 2020-09-10 11:06:58 UTC | #1
Our customer recently had an issue where their automatic reply from Genesys Cloud e-mail flow triggered another automatic reply from another system and created a loop. This created over 1600 e-mail interactions in their queue that were not actual customer contacts.
Customer used E-mail Preview tool (provided by Genesys PS) to disconnect these interactions.
Problem is, now these 1600 e-mails are shown as not meeting the target answer time for e-mails and this causes issues with customer reporting in Genesys Cloud.
Is there a way to use the API to flag these e-mail interactions as spam or something else so they would not be included in SLA calculations for the queue?
anon90596342 | 2020-09-10 15:37:41 UTC | #2
Hi jmkraap,
Thanks for posting. For Genesys Cloud, these emails were real and there isn't a way to remove evidence of conversations. However, you can report the email loop issue to the Customer Care and maybe they can handle the issue better.
Thanks
system | 2020-10-11 15:37:43 UTC | #3
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