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. 

Overview of email parking presentation

Atsushi, that link does not work:

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. 

Overview of email parking presentation

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. 

Overview of email parking presentation

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

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. 

Overview of email parking presentation

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. 

Overview of email parking presentation

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

Original Message:
Sent: 06-28-2024 15:18
From: Atsushi Hirano
Subject: Upcoming Agent UI Changes - Email parking

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. 

Overview of email parking presentation

#DigitalChannels

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

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. 

Overview of email parking presentation

#DigitalChannels

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

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

Original Message:
Sent: 06-28-2024 15:18
From: Atsushi Hirano
Subject: Upcoming Agent UI Changes - Email parking

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. 

Overview of email parking presentation

#DigitalChannels

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

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

Original Message:
Sent: 07-11-2024 09:27
From: Ekaterina Kononova
Subject: Upcoming Agent UI Changes - Email parking

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

Original Message:
Sent: 06-28-2024 15:18
From: Atsushi Hirano
Subject: Upcoming Agent UI Changes - Email parking

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. 

Overview of email parking presentation

#DigitalChannels

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

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, 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

Original Message:
Sent: 07-11-2024 09:27
From: Ekaterina Kononova
Subject: Upcoming Agent UI Changes - Email parking

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

Original Message:
Sent: 06-28-2024 15:18
From: Atsushi Hirano
Subject: Upcoming Agent UI Changes - Email parking

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. 

Overview of email parking presentation

#DigitalChannels

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