Genesys Cloud CX

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  • 1.  Transfer Emails from an agents queue without that agents interaction

    Posted 12 days ago
    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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  • 2.  RE: Transfer Emails from an agents queue without that agents interaction

    Posted 12 days ago
    You can turn on Manual Assignment on the queue and you should be able to pick up or transfer these emails using the Queue Activity or Interactions Views to access them.

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    Robert Wakefield-Carl
    TTEC Digital, LLC dba Avtex
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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  • 3.  RE: Transfer Emails from an agents queue without that agents interaction

    GENESYS
    Posted 11 days ago
    Hello Joel,

    The Resource Center article explaining Robert's mention of manual assignment can be found here. Adding a sample screenshot below to help visually. A more flexible alternative for you to consider with regards to the ability to cherry pick email interactions across all your queues and to allow previews is the Email Ninja solution in the AppFoundry.



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    Nico Feliciano
    Genesys - Employees
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  • 4.  RE: Transfer Emails from an agents queue without that agents interaction

    Top 25 Contributor
    Posted 11 days ago

    Do keep in mind that in Manually Assigning agents is a queue level setting. You must check the box Enable Manual Assignment for those interactions to be considered in every queue that you'd like that feature enabled on. 



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    Blake Anderson | Sr. Telecom Engineer
    BEST BUY CO., INC.|Merchandising Specialist
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  • 5.  RE: Transfer Emails from an agents queue without that agents interaction

    Posted 11 days ago
    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
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  • 6.  RE: Transfer Emails from an agents queue without that agents interaction

    GENESYS
    Posted 5 days ago
    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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