Genesys Cloud - Main

Hi,

This feels like a simple problem but I can't seem to find the solution. I'm looking for a way to query Genesys for email interactions that were forwarded (at some point within the overall interaction lifecycle) to non-genesys email addresses. 

For example:-

An incoming email arrives in genesys on help@mycompany.com. The agent picks it up and is unable to answer the query, and forwards it to a non-genesys user "helpful_non_genesys_user@mycompany.com" for advice.  "helpful_non_genesys_user@mycompany.com" then replies to this forwarded email with helpful advice allowing the agent to respond to the original sender. How can I query genesys to find such interactions that have been forwarded to "helpful_non_genesys_user@mycompany.com" at some point during the interaction lifecycle?

thanks loads.

Stuart

#Reporting/Analytics

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Stuart Rimell
IG Index Limited
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Best thing would be to look for conversations with multiple segments or with the transferred attribute checked.  That would limit the search.  Then you can look for last SMTP segment that should show the last email sent out or the participant with transfer.forward as the disconnect type.  Alternatively, you can look at the recentTransfers to look for the individual segments of each transfer.  

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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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