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I just wanted to add my two cents in just finding out that "feature" existed.
We've had some abusive customers come in via web messaging, and sometimes need to deactivate or remove agents from that queue as part of managing our staff's health and safety from violence and aggression.
However in this scenario with this "feature" - the next time the consultant goes on queue for our other work, Genesys Cloud would route the abusive customer straight back to the consultant - even though we've specifically removed them from that queue for their wellbeing.
Whilst these "features" are sometimes well intended, there are always unintended consequences - especially when they are forced upon customers and we don't have full control over the entire end-to-end routing behaviour.
Can I confirm that this behaviour currently only applies to email and message queues, and does it follow the message threading timeline (i.e. so after 72 hours, any reply interaction will be treated as new and not follow LAR)?
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