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  • 1.  Transfer in-queue waiting e-mails to other queue

    Posted 09-19-2024 10:49
    No replies, thread closed.

    Hi!

    Problem: I have about 100 e-mails in one queue waiting for agents to be available to answer.

    I want to transfer those 100 e-mails to other queue.

    I have tried to use de direct option to a backup queue without success. I guess this will only work with new e-mails on queue.


    How can i do this?


    #Routing(ACD/IVR)


  • 2.  RE: Transfer in-queue waiting e-mails to other queue

    Posted 09-20-2024 07:28
    No replies, thread closed.

    Hello Rui, 

    I tend to agree that this will only work with new emails that enter the queue. Once an email is in the queue and awaiting agent assignment I don't think there is much you can do. Without going in and manually rerouting the emails. 

    Maybe someone with more architect knowledge can help out but I cannot find anything in our dev center or documentation that points this specific feature out. 

    Cheers, 



    ------------------------------
    Cameron Tomlin
    Online Community Manager/Moderator
    Genesys - Employees
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  • 3.  RE: Transfer in-queue waiting e-mails to other queue

    Posted 09-21-2024 09:51
    No replies, thread closed.

    In-queue Email flow can transfer Email after a period of time.  You could always pick it up and transfer to another queue.  The other would be a workflow that does this same function.  



    ------------------------------
    Robert Wakefield-Carl
    ttec Digital
    Sr. Director - Innovation Architects
    Robert.WC@ttecdigital.com
    https://www.ttecDigital.com
    https://RobertWC.Blogspot.com
    ------------------------------

    Original Message


  • 4.  RE: Transfer in-queue waiting e-mails to other queue

    Posted 09-23-2024 03:27
    No replies, thread closed.

    Thank you for your responses.

    Maybe I'm missing some basic options as "pick it up and transfer to another queue". How can i do this?

    The only option i see is to assign to agent.


    Original Message


  • 5.  RE: Transfer in-queue waiting e-mails to other queue
    Best Answer

    Posted 09-24-2024 10:01
    No replies, thread closed.

    In our company. we are using add=on called Email Wizard. It allows supervisors to move emails from one queue to another. It comes with a disadvantage though - the queue time starts to count again once transferred and such emails don't count as transferred in any of the reports and there is no track of who "moved" a conversation.



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    Ekaterina Kononova
    Product Specialist | Data, Analytics & Quality Management
    Sweden
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