Genesys Cloud - Main

Hello, 

I'm working with setting up a message queue for inbound SMS messages. After some trial and error on distributing inbound attempts to different agents based on some routing variables, I found out that messages from customer A will continue to go to agent B unless there is a 72 hour break in that action.

In theory I like that as it makes routing a bit easier, but is there a way to break that timer if I'd like to distribute that customer to another member of the team? If nothing else, it makes testing pretty difficult when the inbound attempts always go to the same person. 

https://help.mypurecloud.com/articles/about-message-routing/

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

I don't know of a way to change that 72-hour interval.

There may be a way through the API, but I wasn't able to find it. You might ask in the forum on developer.mypurecloud.com just in case I missed it.

------------------------------
George Ganahl
Principal Program Manager
Genesys
------------------------------

Original Message:
Sent: 10-08-2018 15:41
From: Dean Thames
Subject: SMS Message Conversation Duration; Reset

Hello,

I'm working with setting up a message queue for inbound SMS messages. After some trial and error on distributing inbound attempts to different agents based on some routing variables, I found out that messages from customer A will continue to go to agent B unless there is a 72 hour break in that action.

In theory I like that as it makes routing a bit easier, but is there a way to break that timer if I'd like to distribute that customer to another member of the team? If nothing else, it makes testing pretty difficult when the inbound attempts always go to the same person.

https://help.mypurecloud.com/articles/about-message-routing/

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

Greetings,

Inbound (and eventually outbound) SMS text is something that my organization is very interested in.  I want to verify that I'm understanding the 72-hour period works.

Let's say Agent A gets an inbound text today (10/8).  Agent A is scheduled off on Tuesday 10/9, however the individual texts the agent back.  Am I correct in understanding that the text will be queued for that agent until they return, or after 72 hours at which time that is routed to another agent. Is that correct?

If so, I would be interested to see if there is a way to circumvent that.  I would imagine that speed to contact cannot be unique to my industry only as most consumers want an immediate response.

Thanks for verifying!
Amanda

------------------------------
Amanda Gebhardt-Keeton
Baker College
------------------------------

Original Message:
Sent: 10-08-2018 17:04
From: George Ganahl
Subject: SMS Message Conversation Duration; Reset

I don't know of a way to change that 72-hour interval.

There may be a way through the API, but I wasn't able to find it. You might ask in the forum on developer.mypurecloud.com just in case I missed it.

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 10-08-2018 15:41
From: Dean Thames
Subject: SMS Message Conversation Duration; Reset

Hello,

I'm working with setting up a message queue for inbound SMS messages. After some trial and error on distributing inbound attempts to different agents based on some routing variables, I found out that messages from customer A will continue to go to agent B unless there is a 72 hour break in that action.

In theory I like that as it makes routing a bit easier, but is there a way to break that timer if I'd like to distribute that customer to another member of the team? If nothing else, it makes testing pretty difficult when the inbound attempts always go to the same person.

https://help.mypurecloud.com/articles/about-message-routing/

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

The text will go to a different, available agent in that case

------------------------------
Melissa Bailey
Genesys - Employees
------------------------------

Original Message:
Sent: 10-08-2018 17:11
From: Amanda Gebhardt-Keeton
Subject: SMS Message Conversation Duration; Reset

Greetings,

Inbound (and eventually outbound) SMS text is something that my organization is very interested in.  I want to verify that I'm understanding the 72-hour period works.

Let's say Agent A gets an inbound text today (10/8).  Agent A is scheduled off on Tuesday 10/9, however the individual texts the agent back.  Am I correct in understanding that the text will be queued for that agent until they return, or after 72 hours at which time that is routed to another agent. Is that correct?

If so, I would be interested to see if there is a way to circumvent that.  I would imagine that speed to contact cannot be unique to my industry only as most consumers want an immediate response.

Thanks for verifying!
Amanda

------------------------------
Amanda Gebhardt-Keeton
Baker College

Original Message:
Sent: 10-08-2018 17:04
From: George Ganahl
Subject: SMS Message Conversation Duration; Reset

I don't know of a way to change that 72-hour interval.

There may be a way through the API, but I wasn't able to find it. You might ask in the forum on developer.mypurecloud.com just in case I missed it.

------------------------------
George Ganahl
Principal Program Manager
Genesys

Original Message:
Sent: 10-08-2018 15:41
From: Dean Thames
Subject: SMS Message Conversation Duration; Reset

Hello,

I'm working with setting up a message queue for inbound SMS messages. After some trial and error on distributing inbound attempts to different agents based on some routing variables, I found out that messages from customer A will continue to go to agent B unless there is a 72 hour break in that action.

In theory I like that as it makes routing a bit easier, but is there a way to break that timer if I'd like to distribute that customer to another member of the team? If nothing else, it makes testing pretty difficult when the inbound attempts always go to the same person.

https://help.mypurecloud.com/articles/about-message-routing/

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

The 72 hour limit is documented in the resource center: ACD messages overview - PureCloud Resource Center. We are planning to make it configurable.

As Melissa mentioned, if the original agent is not available (not on queue, not available to take any more messages due to utilization settings, etc), the sms will be routed to the next best available agent as configured via your routing setup taking skills, languages and bullseye routing settings into consideration. We plan to add known agent capability to PureCloud that would allow you further control over who to route messages and other interactions to.


------------------------------
Lucie DeCristofaro
Genesys - Employees
------------------------------

Original Message:
Sent: 10-08-2018 15:41
From: Dean Thames
Subject: SMS Message Conversation Duration; Reset

Hello,

I'm working with setting up a message queue for inbound SMS messages. After some trial and error on distributing inbound attempts to different agents based on some routing variables, I found out that messages from customer A will continue to go to agent B unless there is a 72 hour break in that action.

In theory I like that as it makes routing a bit easier, but is there a way to break that timer if I'd like to distribute that customer to another member of the team? If nothing else, it makes testing pretty difficult when the inbound attempts always go to the same person.

https://help.mypurecloud.com/articles/about-message-routing/

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

We are very interested in inbound SMS as well.  Apparently this feature is not available by default for some reason.  I requested access to this feature many months ago and many different times.  I've even resigned an updated contract since that seemed to be part of the process.  My account team(s) is really having a lot of trouble actually getting it activated, can anyone on the Genesys side please lend them a hand ?  Thank you,

Ramsey

------------------------------
Ramsey
------------------------------

Original Message:
Sent: 10-09-2018 05:40
From: Lucie DeCristofaro
Subject: SMS Message Conversation Duration; Reset

The 72 hour limit is documented in the resource center: ACD messages overview - PureCloud Resource Center. We are planning to make it configurable.

As Melissa mentioned, if the original agent is not available (not on queue, not available to take any more messages due to utilization settings, etc), the sms will be routed to the next best available agent as configured via your routing setup taking skills, languages and bullseye routing settings into consideration. We plan to add known agent capability to PureCloud that would allow you further control over who to route messages and other interactions to.


------------------------------
Lucie DeCristofaro
Genesys - Employees

Original Message:
Sent: 10-08-2018 15:41
From: Dean Thames
Subject: SMS Message Conversation Duration; Reset

Hello,

I'm working with setting up a message queue for inbound SMS messages. After some trial and error on distributing inbound attempts to different agents based on some routing variables, I found out that messages from customer A will continue to go to agent B unless there is a 72 hour break in that action.

In theory I like that as it makes routing a bit easier, but is there a way to break that timer if I'd like to distribute that customer to another member of the team? If nothing else, it makes testing pretty difficult when the inbound attempts always go to the same person.

https://help.mypurecloud.com/articles/about-message-routing/

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

Ramsey, can you send me an email or a message with the details? We will fix it.

------------------------------
Lucie DeCristofaro
Genesys - Employees
------------------------------

Original Message:
Sent: 10-09-2018 10:04
From: Ramsey Miller
Subject: SMS Message Conversation Duration; Reset

We are very interested in inbound SMS as well.  Apparently this feature is not available by default for some reason.  I requested access to this feature many months ago and many different times.  I've even resigned an updated contract since that seemed to be part of the process.  My account team(s) is really having a lot of trouble actually getting it activated, can anyone on the Genesys side please lend them a hand ?  Thank you,

Ramsey

------------------------------
Ramsey

Original Message:
Sent: 10-09-2018 05:40
From: Lucie DeCristofaro
Subject: SMS Message Conversation Duration; Reset

The 72 hour limit is documented in the resource center: ACD messages overview - PureCloud Resource Center. We are planning to make it configurable.

As Melissa mentioned, if the original agent is not available (not on queue, not available to take any more messages due to utilization settings, etc), the sms will be routed to the next best available agent as configured via your routing setup taking skills, languages and bullseye routing settings into consideration. We plan to add known agent capability to PureCloud that would allow you further control over who to route messages and other interactions to.


------------------------------
Lucie DeCristofaro
Genesys - Employees

Original Message:
Sent: 10-08-2018 15:41
From: Dean Thames
Subject: SMS Message Conversation Duration; Reset

Hello,

I'm working with setting up a message queue for inbound SMS messages. After some trial and error on distributing inbound attempts to different agents based on some routing variables, I found out that messages from customer A will continue to go to agent B unless there is a 72 hour break in that action.

In theory I like that as it makes routing a bit easier, but is there a way to break that timer if I'd like to distribute that customer to another member of the team? If nothing else, it makes testing pretty difficult when the inbound attempts always go to the same person.

https://help.mypurecloud.com/articles/about-message-routing/

------------------------------
Dean Thames
Koch Business Solutions
------------------------------

Wanted to provide some additional information related to this thread for others that might have questions about how to enable the Messaging or SMS feature.

The SMS feature became available with PureCloud 3 when we launched SMS in March of 2018.  In March standard terms were added to our agreements for the SMS and Messaging features.  For existing PureCloud 3 licensed customers prior to March 2018 an amendment is needed to agree to the additional terms.  Once those terms are agreed to the feature is automatically enabled in your Organization.

If you are a PureCloud 3 licensed customer prior to March of 2018 and would like to use the SMS or Messaging feature please reach out to your designated Customer Success Manager or email CloudSales@genesys.com to get the amendment process started.

More information on the feature on the resource center as well as information about contacting your Customer Success Manager or CloudSales@genesys.com.  About ACD messages - PureCloud Resource Center

PureCloud Resource Center		remove preview
About ACD messages - PureCloud Resource Center The client automatically adds the following interaction attributes to tickets in Zendesk: Interaction... About ACD email PureCloud routes incoming email messages through ACD just like... You can attach most types of files to an ACD email reply... ACD skills PureCloud uses ACD skills to help match customers with the... View this on PureCloud Resource Center >

------------------------------
Katie Ritz
Genesys - Employees
------------------------------

Original Message:
Sent: 10-09-2018 10:21
From: Lucie DeCristofaro
Subject: SMS Message Conversation Duration; Reset

Ramsey, can you send me an email or a message with the details? We will fix it.

------------------------------
Lucie DeCristofaro
Genesys - Employees

Original Message:
Sent: 10-09-2018 10:04
From: Ramsey Miller
Subject: SMS Message Conversation Duration; Reset

We are very interested in inbound SMS as well.  Apparently this feature is not available by default for some reason.  I requested access to this feature many months ago and many different times.  I've even resigned an updated contract since that seemed to be part of the process.  My account team(s) is really having a lot of trouble actually getting it activated, can anyone on the Genesys side please lend them a hand ?  Thank you,

Ramsey

------------------------------
Ramsey

Original Message:
Sent: 10-09-2018 05:40
From: Lucie DeCristofaro
Subject: SMS Message Conversation Duration; Reset

The 72 hour limit is documented in the resource center: ACD messages overview - PureCloud Resource Center. We are planning to make it configurable.

As Melissa mentioned, if the original agent is not available (not on queue, not available to take any more messages due to utilization settings, etc), the sms will be routed to the next best available agent as configured via your routing setup taking skills, languages and bullseye routing settings into consideration. We plan to add known agent capability to PureCloud that would allow you further control over who to route messages and other interactions to.


------------------------------
Lucie DeCristofaro
Genesys - Employees

Original Message:
Sent: 10-08-2018 15:41
From: Dean Thames
Subject: SMS Message Conversation Duration; Reset

Hello,

I'm working with setting up a message queue for inbound SMS messages. After some trial and error on distributing inbound attempts to different agents based on some routing variables, I found out that messages from customer A will continue to go to agent B unless there is a 72 hour break in that action.

In theory I like that as it makes routing a bit easier, but is there a way to break that timer if I'd like to distribute that customer to another member of the team? If nothing else, it makes testing pretty difficult when the inbound attempts always go to the same person.

https://help.mypurecloud.com/articles/about-message-routing/

------------------------------
Dean Thames
Koch Business Solutions
------------------------------