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:
Sent: 05-26-2025 01:38
From: Daniel Possekel
Subject: Route answered email back to queue on Agent Logout
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
Original Message:
Sent: 05-23-2025 10:10
From: Judy Heckbert
Subject: Route answered email back to queue on Agent Logout
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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