Genesys Cloud - Main

Hi,

After some days of enabling e-mail channel in ore of our main accounts (financial / banking sector), we observe that they have too many e-mail interactions waiting to be treated (more than 1800 e-mails waiting...).

The questions the final customer is making are the following:

Is there eny platform limit for the interactions queued, waitjng to be treated?

Is there any impact in the current situation, with the number of e-mail interactions growing every day?

Of course that the inmediate answer, is that the customer should be allocating human resources to treat all these interactions normally, but we need additional help to address the questions the customer is making.

Thanks again in advance for your help.

Best regards
#DigitalChannels

------------------------------
Jorge Negri
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I don't know of a specific impact on the platform. On one of my organizations that we use to demonstrate PureCloud in class (production organization) the test system sending emails was set too high, and now I have over 70,000 emails waiting in queue. They don't time out...some over 50 days in queue...and eventually they get routed to agents and handled (my sample organization has about 15 agents on queue 24x7, but it will take a long time to catch up).

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys
------------------------------

Original Message:
Sent: 08-30-2019 14:31
From: Jorge Negri
Subject: Too many e-mail interactions queued ¿Any impact on the platform?

Hi,

After some days of enabling e-mail channel in ore of our main accounts (financial / banking sector), we observe that they have too many e-mail interactions waiting to be treated (more than 1800 e-mails waiting...).

The questions the final customer is making are the following:

Is there eny platform limit for the interactions queued, waitjng to be treated?

Is there any impact in the current situation, with the number of e-mail interactions growing every day?

Of course that the inmediate answer, is that the customer should be allocating human resources to treat all these interactions normally, but we need additional help to address the questions the customer is making.

Thanks again in advance for your help.

Best regards
#DigitalChannels

------------------------------
Jorge Negri
------------------------------

Thank you very much again George for your reply and information.

It is the customer who's concerned and requested informations about limits and possible consequences in having a large amount of interactions queued waiting to be treated.

Best regards,


------------------------------
Jorge Negri
------------------------------

Original Message:
Sent: 09-03-2019 11:00
From: George Ganahl
Subject: Too many e-mail interactions queued ¿Any impact on the platform?

I don't know of a specific impact on the platform. On one of my organizations that we use to demonstrate PureCloud in class (production organization) the test system sending emails was set too high, and now I have over 70,000 emails waiting in queue. They don't time out...some over 50 days in queue...and eventually they get routed to agents and handled (my sample organization has about 15 agents on queue 24x7, but it will take a long time to catch up).

------------------------------
George Ganahl GCP (PureCloud) ICCE CCXP
Principal Technology Consultant
Genesys

Original Message:
Sent: 08-30-2019 14:31
From: Jorge Negri
Subject: Too many e-mail interactions queued ¿Any impact on the platform?

Hi,

After some days of enabling e-mail channel in ore of our main accounts (financial / banking sector), we observe that they have too many e-mail interactions waiting to be treated (more than 1800 e-mails waiting...).

The questions the final customer is making are the following:

Is there eny platform limit for the interactions queued, waitjng to be treated?

Is there any impact in the current situation, with the number of e-mail interactions growing every day?

Of course that the inmediate answer, is that the customer should be allocating human resources to treat all these interactions normally, but we need additional help to address the questions the customer is making.

Thanks again in advance for your help.

Best regards
#DigitalChannels

------------------------------
Jorge Negri
------------------------------