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  • 1.  routing emails

    Posted 01-03-2024 16:47
    No replies, thread closed.

    Hello guys! OK? I have a question, and I can't find it on Genesys help. A customer wants that when an email is answered by us, and they reply to us again, that the email falls to the next agent in the queue, not to the person who originally replied to the email. Can anyone help me? Thank you!


    #Routing(ACD/IVR)

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    Breno de Oliveira Braz de Jesus
    Ktech Tecnologia Ltda.
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  • 2.  RE: routing emails
    Best Answer

    Posted 01-14-2024 22:12
    No replies, thread closed.

    Are you using Preferred Agetn Routing on that queue?  It disables the routing back to the same agent if so.  Also, make sure utilization is set to allow multiple Emails to allow agent to be available for more emails.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: routing emails

    Posted 01-17-2024 12:50
      |   view attached
    No replies, thread closed.

    Hi, depending on the complexity of the rules, you may want to check out the Advanced Email Premium App for Genesys Cloud:

    https://appfoundry.genesys.com/filter/genesyscloud/listing/59c44a27-fb86-4806-8640-18a99c7f544f

    It supports this type of routing rules and provides a richer email interface. 



    ------------------------------
    Maksim Gill
    Eccentex (Advanced Case and Email Management Platform for Genesys)
    https://www.eccentex.com/genesys
    ------------------------------



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