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  • 1.  Viewing and reassigning in progress email interactions

    Posted 11-06-2024 11:05
    No replies, thread closed.

    Is it possible to -

    1. View the content of an in progress OR waiting email conversation?
      1. It appears that the content is only visible once the conversation has concluded and a wrap-up code assigned.
    2. Reassign an assigned in progress email interaction?
      1. Similar to what this article outlines but the conversation is already assigned and not in a waiting status.
      2. Use case is that the assigned agent is no longer available (gone for the day etc) but there are other available agents that can resolve the email

    #DigitalChannels

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    Haley Sims
    Business Strategy Analyst
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  • 2.  RE: Viewing and reassigning in progress email interactions

    Posted 11-06-2024 11:43
    No replies, thread closed.

    Hello Haley, 

    For the first question you should be able to view this in the interaction view. 

    For the second question there is no out of the box solution that I am aware of besides the article you posted. But we did have a similar thread that kind of hits on what you are looking for. In general its going to take some custom code and use of our endpoints. 

    Cheers, 



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    Cam
    Online Community Manager/Moderator
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  • 3.  RE: Viewing and reassigning in progress email interactions

    Posted 11-07-2024 11:00
    No replies, thread closed.

    Some others have commented that this isn't possible out of the box/without modifications - do you mind confirming? This is what I'm seeing when I try to view the email interaction.



    ------------------------------
    Haley Sims
    Business Strategy Analyst
    ------------------------------

    Original Message


  • 4.  RE: Viewing and reassigning in progress email interactions

    Posted 11-07-2024 02:35
    No replies, thread closed.

    You can use the in-queue Email flow to transfer the email to another ACD after a set period of time or based on a data action lookup for available agents in queue.  You could also check for agents before transferring to the ACD in the Email flow.  You could try conditional group routing on the queue as well. 



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



  • 5.  RE: Viewing and reassigning in progress email interactions

    Posted 11-07-2024 11:33
    No replies, thread closed.

    Thanks Robert - I'll give this a try. We're migrating email from a different platform to Genesys so nothing is built out yet. Saving your feedback for handling this use case in the future!



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    Haley Sims
    Business Strategy Analyst
    ------------------------------

    Original Message


  • 6.  RE: Viewing and reassigning in progress email interactions
    Best Answer

    Posted 11-07-2024 04:30
    No replies, thread closed.

    Hello Haley,

    1. It's currently not possible to view latest content of queued e-mails without using the APIs.
    The feature is under development and is currently estimated to arrive in December.
    https://genesyscloud.ideas.aha.io/ideas/INB-I-546

    2. I think you have to disconnect the e-mail that is assigned to the agent, and then reconnect the e-mail to be able to take it from an agent.
    Last I tested it's not possible to pickup/assign e-mails if they're not in queue.



    ------------------------------
    Jan Heinonen
    Contact Center Specialist
    GlobalConnect AB
    ------------------------------



  • 7.  RE: Viewing and reassigning in progress email interactions

    Posted 11-07-2024 11:35
    No replies, thread closed.

    Ah thank you for linking the idea - I've seen this one before actually and didn't realize it was related. This seems like a significant oversight and I'm not sure how users are able to workaround it but glad it's being addressed.



    ------------------------------
    Haley Sims
    Business Strategy Analyst
    ------------------------------

    Original Message


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