Genesys Cloud - Main

Hey guys, 

Quick question... 

When an agent transfers an email to another queue, the interaction is stripped of the priority and the priority is set as 0. This is causing issues as emails become 'stuck', trumped by other emails with the desired / correct priority. 

It doesn't seem that you can transfer emails to an inbound email flow - thus enabling the assigning of priority as the email is transferred to another email queue. 

We could always 'foward' the email interaction to the queue, ensuring the correct priority is assigned, but this then creates a new interaction and results in reporting stats being inaccurate (handling time for instance). 

Any suggestions / solutions appreciated. 

I think I may have found a workaround for this. I've done some testing and it appears to achieve the desired result...

By creating a very simple email 'in-queue' flow that contains only a 'Transfer to ACD' action, that is then assigned to the relevant queue, when an agent transfers the email interaction to the queue in question and the email is queued (99 times out of 100 within our environment the email will be queued) - the in queue action will execute, remapping the interaction to the queue in question but also 'stamping' the required priority upon the interaction (as defined within the in queue flow Transfer to ACD action). If that makes sense!