Hi Paulo.
Thank you very much for helping me with this.
The fact that this is also not working for you anymore gives me the idea that indeed something has changed.
We have several customers using email and they are using it for more then 8 months now. We have had an issue before (6 months ago) with "last agent handing" but this was because of tranferring emails between queues (which is standard then). When email was send through the email flow in architect all seemed to work fine.
Only since last weekend customers are reporting that this now also applies to email replies.
This is very disruptive in call centers where agents are handling email or calls and now always get reply mails offered when they should only handle calls or when they want to park an email in a different queue (last agent will always get that email pushed now so not able to handle other emails).
I also opened a support ticket for this hoping that it will be solved.
Thanks,
Cederik
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Cederik Visser
Cloudoe BV
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Original Message:
Sent: 12-27-2019 04:14
From: Paulo Mesquita
Subject: Email Preferred Agent Routing to Deactivated Agent
Hi Cederik,
I've tried to reproduce again and confirmed this workaround is not valid anymore.
Regarding the scenario using the preferred agent routing, I know this doesn't work for Callbacks, but it should work for e-mails.
If you started to have this issue last weekend, it must be the result of a recent change.
How long have you been using the PureCloud email feature?
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Paulo Mesquita
Spark NZ Trading
Original Message:
Sent: 12-27-2019 01:59
From: Cederik Visser
Subject: Email Preferred Agent Routing to Deactivated Agent
Hi Paulo,
Thanks for the advice. I tried your suggestion but unfortunately the reply email is still offered to the last agent handling.
I have the following scenario and I do not think this is how it suppose to work (according to documentation and how you might expect it).
- Customer sends email to Purecloud.
- Email is routed by email flow in architect and routing is done with skills and/or preferred agent routing (tried all combinations).
- Email is placed in queue and offered to first agent available with required skills and/or preferred agent.
- Email is replied by agent.
- Agent is removed from queue, skills removed and removed as preferred agent.
- Customer replies to email and emails is send through same email flow in architect (only agent is removed from preferred agent list now), still skill is set (tried both options append true/false) and preferred agent set to other agents.
- Previous agent gets on-queue for other queues but still gets this reply email offered.
I would expect that when skills or preferred agents are set in architect the reply email from customer is not offered to last agent handling the email since it does not have the required skills or is a preffered agent anymore.
It seems that when it is a reply mail from customer it does not matter how an email is routed or what skill settings or preferred agent is set it always uses "last agent handling".
I hope we can find a working solution for this.
Thanks for your help.
Cederik
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Cederik Visser
Cloudoe BV
Original Message:
Sent: 12-24-2019 23:15
From: Paulo Mesquita
Subject: Email Preferred Agent Routing to Deactivated Agent
I am not sure if something changed but this should work.
You can try and inbound email flow with a transfer to ACD action like this one:
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Paulo Mesquita
Spark NZ Trading
Original Message:
Sent: 12-24-2019 06:59
From: Cederik Visser
Subject: Email Preferred Agent Routing to Deactivated Agent
Hi All,
Should this still work?
We have several Purecloud implementations with email and since this weekend we are running into the issue that emails are offered to the "last agent handling" in some scenarios when preferred agent routing has been configured.
When an agent can not answer an email and parks the email in a "supervisor queue" the email gets directly offered to the former agent because he was the last agent handling the email.
Also when an email is answered by an agent and replied back by customer (and agent is removed from queue in the meanwhile) the email is still offered to the agent (after going on queue for other queues).
We need some kind of solution for this and in previous post it seems that this could be resolved, I tested several scenarios (transferring with skills, directly to queue, to email or flow) but all seems to handle the email with the "last agent handling" routing.
Thanks,
Cederik
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Cederik Visser
Cloudoe BV
Original Message:
Sent: 12-09-2019 06:47
From: Luke Mitchell
Subject: Email Preferred Agent Routing to Deactivated Agent
Great thanks Paulo
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Luke Mitchell
G3 Comms Ltd
Original Message:
Sent: 11-23-2019 05:21
From: Paulo Mesquita
Subject: Email Preferred Agent Routing to Deactivated Agent
Hi Community,
The last agent routing takes effect when emails are sent directly to the queue.
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Paulo Mesquita
Spark NZ Trading
Original Message:
Sent: 10-29-2019 05:04
From: Luke Mitchell
Subject: Email Preferred Agent Routing to Deactivated Agent
Hi Both,
Thank you for the responses.
So just to confirm, these queues are setup with standard routing. When an email interaction email is replied to by a customer and it goes into the PureCloud queue, it will route to the last agent (Preferred Agent) that worked on the interaction even though they are "Deactivated" from the queue.
I will look at the new preferred agent routing feature for these email queues, it is just a shame that the standard option routes in this way to a deactivated user.
I have also added an idea to request this to be changed:
https://purecloud.ideas.aha.io/ideas/CLINB-I-699
Thanks Luke
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Luke Mitchell
G3 Comms Ltd
Original Message:
Sent: 10-28-2019 09:37
From: Lucie DeCristofaro
Subject: Email Preferred Agent Routing to Deactivated Agent
That's currently how existing last agent routing works. If you start using the new preferred agent routing feature, then last agent routing will no longer work. The new preferred agent routing feature will not route interactions to agents who are not members of the queue.
If you're looking at the API, it admittedly gets confusing because the last agent routing feature leverages preferredAgentId field whereas the new preferred agent routing feature leverages scoredAgent field.
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Lucie DeCristofaro
Genesys - Employees
Original Message:
Sent: 10-28-2019 04:59
From: Luke Mitchell
Subject: Email Preferred Agent Routing to Deactivated Agent
Hi All,
When using email interactions within PureCloud we have noticed that when an agent works on an email interaction, they are then automatically added to the interaction as a "Preferred Agent" which is great.
However if that agent de-activates from the relevant queue and the customer responds to the email interaction, when the email is routing in PureCloud it still routes to the de-activated preferred agent first, which is not ideal as they are "deactivated".
Has anybody else seen this?
I have raised this with support but they have advised that the feature should work like this, however I would have thought if an agent is deactivated then they are deactivated?
Thanks Luke
#Routing(ACD/IVR)
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Luke Mitchell
G3 Comms Ltd
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