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  • 1.  Route answered email back to queue on Agent Logout

    Posted 05-23-2025 10:10
    No replies, thread closed.

    We have a situation where our email is set to auto answer. We are finding that agents are logging out of Genesys but not completing the email or parking it. This is causing issues with our reporting metrics. Looking for a feature that we could set that would route an unfinished email back to the queue should an agent logout and not reply or finish the email.


    #DigitalChannels
    #Omni-ChannelDesktop/UserInterface
    #Routing(ACD/IVR)

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    Judy Heckbert
    Prod - Genesys Cloud Lead
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  • 2.  RE: Route answered email back to queue on Agent Logout
    Best Answer

    Posted 05-23-2025 16:57
    No replies, thread closed.

    Hello Judy,

    It looks like this is a popular Idea in the Product Ideas Lab. I would recommend taking a look at those and commenting / voting on the ones that best match what you are looking for or submitting your own if they don't align with what you're looking for as a new feature.



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    Jason Kleitz
    Online Community Manager/Moderator
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  • 3.  RE: Route answered email back to queue on Agent Logout

    Posted 05-27-2025 07:07
    No replies, thread closed.

    What is the idea number for "Route answered email back to queue on Agent Logout"?   Thank you



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    Pat Smith
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    Original Message


  • 4.  RE: Route answered email back to queue on Agent Logout

    Posted 05-26-2025 01:39
    No replies, thread closed.

    Hi Judy, one of our partner developer just delivered a solution, utilizing some trigger and API requests. Hope you have these kind of resources that can find your way into that solution until Genesys finally understood, how poor the recent product implementation is from an operational perspective.



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    Daniel Possekel
    Business Analyst
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  • 5.  RE: Route answered email back to queue on Agent Logout

    Posted 05-27-2025 22:25
    No replies, thread closed.

    Yeah, we have had to do the same thing - triggers, some middleware (As we did this years ago before triggers were even a thing, now it's easier) and GC APIs, holding queue etc. 

    Though, the best thing we did was be on the ball with agents and training - consistency is key lol!



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    Lawrence Drayton
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    Original Message


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