Hello Joel,
When an agent has answered an offered email interaction, the expectation really is that the agent handles it to completion. I'd be happy to be wrong here but as far as I know there is currently no workaround to pick an open interaction from an offline agent aside from
remotely disconnecting it. Disconnecting will not allow interaction re-assignment, but another agent can "pick up" and
respond to that email interaction on behalf of a queue outside of ACD.
From an operations perspective, I have to vouch for training agents to empty their Interactions pane before going off or going away. In the case of email interactions, even if the agent has answered the offer they can transfer it back to queue at any time during handling.
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Nico Feliciano
Genesys - Employees
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Original Message:
Sent: 01-17-2023 17:53
From: Joel Wineti
Subject: Transfer Emails from an agents queue without that agents interaction
Just to be clear, this is for emails that have been taken by an agent that is away sick etc
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Joel Wineti
Rotorua Lakes Council
Original Message:
Sent: 01-16-2023 14:05
From: Joel Wineti
Subject: Transfer Emails from an agents queue without that agents interaction
We often have agents who are away sick etc
They have emails in their queue that we need to transfer to other agents to work on them if they are urgent.
Is this possible to do?
#SystemAdministration
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Joel Wineti
Rotorua Lakes Council
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