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Upcoming Agent UI Changes - Email parking

  • 1.  Upcoming Agent UI Changes - Email parking

    GENESYS
    Posted 25 days ago
    Edited by Atsushi Hirano 12 days ago

    We're excited to give you a preview of the email parking feature. 
    There are two (2) main use cases for this feature.
    - Allow agents to park emails.
    - Allow supervisors to reassign parked emails to another user and a queue. 

    The link to the library where you can find a download / view link of the email parking overview presentation. 


    #DigitalChannels

    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------



  • 2.  RE: Upcoming Agent UI Changes - Email parking

    Posted 25 days ago

    Atsushi, that link does not work:



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



  • 3.  RE: Upcoming Agent UI Changes - Email parking

    GENESYS
    Posted 12 days ago

    Robert, please note the link on this page is a link to the library where you can find a download / view link of the email parking overview presentation. 



    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------



  • 4.  RE: Upcoming Agent UI Changes - Email parking

    Posted 20 days ago

    Hello Atsushi, thanks for the update. Will there be a Beta available before GA?



    ------------------------------
    Adweeth Shakthidharan
    eBay
    ------------------------------



  • 5.  RE: Upcoming Agent UI Changes - Email parking

    GENESYS
    Posted 12 days ago

    Unfortunately, no. The dev and QA teams are actively finishing up the last dev / test effort for this feature.  



    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------



  • 6.  RE: Upcoming Agent UI Changes - Email parking

    Posted 13 days ago

    Dear Atshusi

    the matter is extremely interesting and we would like to go further in the understanding of the upcoming feature but your link doesn't work 

    best regards



    ------------------------------
    ANTOINE DE LA BRETESCHE
    Ceritek Sarl
    ------------------------------



  • 7.  RE: Upcoming Agent UI Changes - Email parking

    GENESYS
    Posted 12 days ago
    Edited by Atsushi Hirano 12 days ago

    Antoine, out apologies. Perhaps you accessed the link when I was uploading the presentation? I've been updating the link from time to time. I just tested the link, and it worked just now, and it seems the link has been working for others. Let me know if you continue to have access issue. 

    Please note that the link on this page redirect you to the library where you can download / view the presentation.
    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------



  • 8.  RE: Upcoming Agent UI Changes - Email parking

    Posted 12 days ago
    Edited by Ekaterina Kononova 12 days ago

    Hi, Atsushi! 

    Thank you for sharing! Please, consider adding information about impact on data and analytics. How will it impact waiting/handling times, how will the interaction timeline work, where will the "parked" time count. In addition, would be nice to know how supervisors could filter for parked interactions to compare metrics to non-parked. How can a supervisor identify how many interactions are being parked from a certain queue? 

    How will the Event Bridge data change? It is interaction/session level that we are interested in.

    Best regards,



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



  • 9.  RE: Upcoming Agent UI Changes - Email parking
    Best Answer

    GENESYS
    Posted 12 days ago
    Edited by Samuel Jillard 8 days ago

    Ekaterina, thank you for asking all these important questions.

    • When agents park emails, the park email time are NOT included in the agents' handle time.
    • Timeline: we are introducing new connected state called Parked. e.g., "Alerting > Interact > Parked > Interact..."

    • New columns: adding Parked, Active Park and Total Park columns in the Interaction activity view. 
    • New analytic metrics: adding tPark, tParkComplete, and nPark metrics.



    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------



  • 10.  RE: Upcoming Agent UI Changes - Email parking

    Posted 11 days ago

    Hello! many thanks for a swift reply! 

    This is already very good, but as I understand no plans for calculated metrics in Queue Performance/Activity? And same for Agent Statuses and Performance view?



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



  • 11.  RE: Upcoming Agent UI Changes - Email parking

    GENESYS
    Posted 11 days ago

    Ekaterina, for your information, there is another analytics idea (Custom Analytics Calculations - ANLS-I-1020), which shall allow us to perform custom calculations. As such, though this is a very good idea, we're not including such an analytics capability in this park emails features. 



    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------



  • 12.  RE: Upcoming Agent UI Changes - Email parking

    Posted 6 days ago

    Hi Atsushi,

    Please, Could you provide the api method info to park and unpark mail?

    Thanks!

    Regards



    ------------------------------
    Carlos López Martínez
    Qwi Tecnologias de la Informacion S.L.
    ------------------------------



  • 13.  RE: Upcoming Agent UI Changes - Email parking

    GENESYS
    Posted 5 days ago

    Carlos, it's still in Preview state but you may refer to https://apicentral.genesys.cloud/api-explorer-standalone
    /api/v2/conversations/emails/{conversationId}/participants/{participantId}/parkingstate



    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------



  • 14.  RE: Upcoming Agent UI Changes - Email parking

    Posted 6 days ago

    Hello - this will be a great feature to use in coming future. As i was going through the PDF.. have couple of below questions:

    Can all agents see the parked emails? Or only the agents who parked an email will be able to access it?

    Will there be a reason code/ open text to select/enter comment – why agents are parking the emails? And if so, will supervisor be able to see that reason?



    ------------------------------
    suyog gupta
    Health Alliance Plan
    ------------------------------



  • 15.  RE: Upcoming Agent UI Changes - Email parking

    GENESYS
    Posted 5 days ago

    Suyog, List View contains only emails parked by themselves i.e., this list is not shared among other agents. 
    We updated the pdf presentation for clarification. 

    As for park reason "notes / comments", we don't have them in the initial park emails release unfortunately, but we're planning on this in the subsequent release. To your point, such notes / comments are for A) the agent who parks the email B) supervisor who wants to take action. 



    ------------------------------
    Atsushi Hirano
    Sr. Product Manager, Digital
    Genesys - Employees
    ------------------------------



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