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  • 1.  Restart an old email conversation

    Posted 06-13-2024 17:20
    Edited by Will Bellerby 06-13-2024 21:07


    Has anyone had any luck with restarting an email conversation where the agent has already disconnected it? It's obviously not possible from the UI, but I'm interested to see if anyone has been able to do it from a developer/architect POV?



    ... Edit

    Turns out the UI functionality is coming next week which probably also means API's:


    Will Bellerby

  • 2.  RE: Restart an old email conversation
    Best Answer

    Posted 06-14-2024 09:24

    Indeed, this feature is out next week.  Here is a screen shot of what it may look like for phase 1 and later on for phase 2 from the Customer Journey widget.

    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects

  • 3.  RE: Restart an old email conversation

    Posted 06-14-2024 09:43

    Hi, Robert! Will this feature require "Enable Multiple Actions" setting to be turned on? We currently have it on, but unfortunately it is impacting the AHT calculation for both queue and agent metrics. It creates two extra sessions in timeline, where agent has transmitting segment for sending the reply and interacting segment after, which can be stopped only by disconnecting an interaction forcefully by agent. So when agent sends reply instead of going in ACW the conversation goes in interacting mode again. 

    Both interacting segments are used for AHT calculation as confirmed by Genesys Professional Services Analytics consultant assigned to our project - the AHT appears almost twice shorter than i should be.

    Ekaterina Kononova
    Product Specialist | Data, Analytics & Quality Management

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