We are pleased to announce the delivery of Message Parking. With this feature:
Agents can park and later resume message conversations including social direct messages, open messaging, web messaging, and SMS for a configurable duration (default: 7 days).
Supervisors can view and transfer parked messages, monitor parking metrics in analytics, and manage interactions through analytics dashboards.
Parked messages do not count toward billing, average handle time, or agent utilization, and each agent can park up to 25 messages. Visual cues, such as toast notifications and transcript logs, help users track parked interactions. Feature availability and permissions depend on the license type.
A Guide to Parking Digital Conversations in Genesys Cloud
A Deep Dive into the Digital Conversation Parking - Overview
Questionnaire: We are exploring improvements to message and email parking and would value your perspective. To gather a broader range of use cases, we have prepared a brief questionnaire. Your participation is greatly appreciated. Link: https://forms.office.com/r/RhZwaai5yt
Required permissions
This feature is gated by the following permissions:
-
To park a conversation: Conversation > Message > Park
-
To reassign a conversation to another user or queue: Conversation > Communication > Blind Transfer
-
To reassign a conversation to another user: Conversation > Communication > Blind Transfer to Agent
-
To reassign a conversation to another queue: Conversation > Communication > Blind Transfer to Queue
-
To transfer a conversation to another division: Conversation > Communication > Target
-
To view the sender's name and contact information: Relate > Contact > View or ExternalContacts > Contact > View
We'll update the status of this idea in Admin Response of this idea on Genesys Cloud Idea Portal
#DigitalChannels
------------------------------
Atsushi Hirano
Sr. Product Manager, Digital
Genesys - Employees
------------------------------