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
------------------------------

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
------------------------------

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
------------------------------

Hi Atsushi,

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

Thanks!

Regards

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
------------------------------

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
------------------------------

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?

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
------------------------------

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. 

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?

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
------------------------------

I am not seeing the presentation when I click on the link.  Could you provide me a link to the presentation or attach the presentation?  Thanks.

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. 

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?

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
------------------------------

Same. A link to the presentation would be great. thx The one already shared does not have any files I can see. 

I am not seeing the presentation when I click on the link.  Could you provide me a link to the presentation or attach the presentation?  Thanks.

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. 

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?

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
------------------------------

Hi, I just read through it, so link is working. You are clearly signed in, aren't you!?

Same. A link to the presentation would be great. thx The one already shared does not have any files I can see. 

I am not seeing the presentation when I click on the link.  Could you provide me a link to the presentation or attach the presentation?  Thanks.

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. 

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?

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
------------------------------

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?

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
------------------------------

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
------------------------------

When is this feature being released?

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
------------------------------

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
------------------------------

Hi @Atsushi Hirano I have one related question, though it is about asynchronous chat. We struggle right now with the replacement of our solution on Genesys Engage, allowing customer to respond to a chat for up to 8 days through our native App messenger integration today.

Genesys Cloud has this 72 hours limit after which a conversation is being considered as ended. Is it in scope of your solution to be extended to asynchronous chat in order to allow customer responses for longer than 72 hours? 

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
------------------------------

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
------------------------------

Hello @Atsushi Hirano,

Currently we see expiry is set to 7 days by default. Is it possible to configure this for 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. 

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
------------------------------

Kiran, in the initial release of email parking, 7 days park duration is fixed. However, we have CECC-I-1292, which allows admins to configure this duration. 
FYI - there numbers of other email parking enhancement ideas posted in DIG-I-19 page. Please take a look at them and cast your vote as you see fit.  

Hello @Atsushi Hirano,

Currently we see expiry is set to 7 days by default. Is it possible to configure this for 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. 

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
------------------------------

Will there be any option to prevent parked emails from reopening to Agents when they're Off-Queue or Offline or any other status where they're unavailable?  Utilisation should also play a factor in reopening a parked interaction if the agent is on a non-uninterruptible interaction type.

Kiran, in the initial release of email parking, 7 days park duration is fixed. However, we have CECC-I-1292, which allows admins to configure this duration. 
FYI - there numbers of other email parking enhancement ideas posted in DIG-I-19 page. Please take a look at them and cast your vote as you see fit.  

Hello @Atsushi Hirano,

Currently we see expiry is set to 7 days by default. Is it possible to configure this for 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. 

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
------------------------------

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
------------------------------

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
------------------------------