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  • 1.  ACD email end

    Posted 08-19-2022 10:29
    there are two similar queues to handle shareinbox, why the email in the outlook for one queue can be disappear directly after interaction disconnected , but the other one kept all history in the outlook inbox without any changes? is there anything missed in the routing or email setting?
    #ArchitectureandDesign
    #ConversationalAI(Bots,AgentAssist,etc.)
    #DigitalChannels
    #ConnectwithaCustomer(NEW)
    #Implementation
    #Integrations
    #Omni-ChannelDesktop/UserInterface
    #Outbound
    #PlatformAdministration
    #QualityManagement
    #RemoteWorkEnablement
    #Reporting/Analytics
    #Roadmap/NewFeatures
    #Routing(ACD/IVR)
    #Security
    #SIP/VolP
    #SystemAdministration
    #Telephony
    #Unsure/Other
    #GenesysCloudCXQAEpisode

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    Gabrielle Li
    Kennametal Inc.
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  • 2.  RE: ACD email end

    GENESYS
    Posted 08-19-2022 10:37
    You will need to give a bit more information regarding how you have email set up...are you using Genesys Cloud email and forwarding the emails from your own server/Office 365? Or, what?

    ------------------------------
    George Ganahl GCP (Genesys Cloud), ICCE
    Principal PS Consultant
    Genesys
    ------------------------------

    Original Message


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