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  • 1.  Decline a Transferred Email

    Posted 08-13-2020 00:25
    No replies, thread closed.
    Hello,

    When an email is blind transferred directly to an agent, and that agent declines to answer it, it is disconnected.
    Is there a way to stop this from happening? This is important as it's also very hard to identify when this is happening, from a reporting POV. 

    I can't see any permissions, or options to change this behaviour. 

    Thoughts?


    #DigitalChannels
    #Omni-ChannelDesktop/UserInterface

    ------------------------------
    Will Bellerby
    Pyrios NZ Ltd
    ------------------------------


  • 2.  RE: Decline a Transferred Email

    Posted 09-10-2020 04:19
    No replies, thread closed.
    Hi Will,

    The same happens with the other interaction types (Chat, Facebook message...). The message goes into a "black hole" until the customer reply again.

    What the Agent can do is to create a new interaction and send a response on behalf of the queue to the customer.




    ------------------------------
    Paulo Mesquita
    Spark NZ Trading
    ------------------------------

    Original Message


  • 3.  RE: Decline a Transferred Email

    Posted 01-15-2024 05:40
    No replies, thread closed.

    Hello,

    the behavior described by Will is still happening. Was someone able to find the solution since then?

    Interactions falling into the "black hole" is not the best explanation for the customer.



    ------------------------------
    Jakub Zita
    Alcasys Slovakia a.s
    ------------------------------

    Original Message


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