Hi
I have a similar question. We have a business scenario where at the end of the day, if the agent hasn't completed working on an email, he wants to send it back to the Q - however , this email should now be at the top of the Q rather than the bottom , as it technically arrived earlier ( and to meet SLA requirements ).
Is there a way to achieve this - thanks in advance
Also, I cannot see this idea link
CLDIG-I-518 - Can someone tell me what happened to this - thanks
Regards
Tilly
------------------------------
Tilly Ramachandran
Byte Information Technology
------------------------------
Original Message:
Sent: 10-21-2020 13:05
From: Nathan Smith
Subject: Genesys Cloud Email Question
Voted
------------------------------
Nathan Smith
ConvergeOne, Inc.
ndsmith@convergeone.com
Original Message:
Sent: 10-21-2020 02:27
From: Blair Wilkinson
Subject: Genesys Cloud Email Question
Hello Michael
For reference, there is a related idea here that has been accepted by the product team for further evaluation CLDIG-I-518
------------------------------
Thanks and regards
Blair Wilkinson
CVT (Global) Pty Ltd
Original Message:
Sent: 10-20-2020 09:46
From: Michael McQuaid
Subject: Genesys Cloud Email Question
Good day,
Quick question - once an agent accepts an email, is there a way to suspend it and work on it at a later time? In my testing, I have only been able to reply then disconnect it.
Thanks!
#Routing(ACD/IVR)
------------------------------
Michael McQuaid
------------------------------