Genesys Cloud - Main

Hi,

One of our client wants to implement high priority for emails. We need 24 hours logic priority levels for emails in the ACD queue routing in architect. 

Tested in test environment: 
We have tried with below logic for email in the Transfer to ACD tool in architect inbound email flow, We have tested with 10+1590 priority logic, but it does not work as expected. Please provide how to implement it, with clarity on seconds/minutes in logic for email flow. 




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#ArchitectureandDesign
#Routing(ACD/IVR)
#Unsure/Other

Take a look at this post around how Priority works in Genesys
https://community.genesys.com/digestviewer29/viewthread?GroupId=19&MessageKey=274decdd-f40e-45e5-bb3c-345769f88638&CommunityKey=bab95e9c-6bbe-4a13-8ade-8ec0faf733d4&tab=digestviewer

or here:
https://help.mypurecloud.com/articles/set-up-a-transfer-to-acd-action/

Basically every point of priority is 1 minutes wait time.
So for 24 hours, you would set priority to 60*24 (1440)

------------------------------
Anton Vroon
------------------------------

Original Message:
Sent: 04-13-2022 02:14
From: Mourya Chintapatla
Subject: Email priority

Hi,

One of our client wants to implement high priority for emails. We need 24 hours logic priority levels for emails in the ACD queue routing in architect.

Tested in test environment:
We have tried with below logic for email in the Transfer to ACD tool in architect inbound email flow, We have tested with 10+1590 priority logic, but it does not work as expected. Please provide how to implement it, with clarity on seconds/minutes in logic for email flow.




#Ask Me Anything (AMA)
#ArchitectureandDesign
#Routing(ACD/IVR)
#Unsure/Other

It looks like you don't need to use the calculation method anymore - bot the Literal and Expression fields appear to have been updated to support the full values ranging from -25000000 to 25000000 

Expression mode:

Literal mode:



Just tested it using the API Explorer and the routing priority was set to the integer value populated as expected (look for the Participant segment with Purpose of ACD, and under Conversation Routing Data, check for Priority).



In saying that, we are still using the integer calculation method (i.e. 50000+3000) in Expression Mode across many of our Transfer to ACD steps and they are still functioning as expected as well.

------------------------------
Jeffrey
------------------------------

Original Message:
Sent: 04-13-2022 02:14
From: Mourya Chintapatla
Subject: Email priority

Hi,

One of our client wants to implement high priority for emails. We need 24 hours logic priority levels for emails in the ACD queue routing in architect.

Tested in test environment:
We have tried with below logic for email in the Transfer to ACD tool in architect inbound email flow, We have tested with 10+1590 priority logic, but it does not work as expected. Please provide how to implement it, with clarity on seconds/minutes in logic for email flow.




#Ask Me Anything (AMA)
#ArchitectureandDesign
#Routing(ACD/IVR)
#Unsure/Other

Hi Thanks for providing the solution

We have tried with 1440 value and used in literal mode in the Transfer to ACD tool and tested it.it didn't work for 24 hours. its worked only for 2 hours. after 18 hours we tested. even it was not working.

Here we are using three cases as mentioned below.

for Reply mail condtion:

Contains(Email.Message.subject, "Feedback | General Complaint")--1440
Contains(Email.Message.subject, "Returns | Online Returns")--1410

For New mail condition:

Contains(Email.Message.subject, "Feedback | General Complaint")--1430
Contains(Email.Message.subject, "Returns | Online Returns")--1420

Please anyone help on this one and to provide the solution for 24 hours logic priority and Please let us know if anything needs to be change.

------------------------------
Mourya Chintapatla
MAXIMUS, Inc.
------------------------------

Original Message:
Sent: 04-14-2022 01:59
From: Jeff Hoogkamer
Subject: Email priority

It looks like you don't need to use the calculation method anymore - bot the Literal and Expression fields appear to have been updated to support the full values ranging from -25000000 to 25000000

Expression mode:

Literal mode:



Just tested it using the API Explorer and the routing priority was set to the integer value populated as expected (look for the Participant segment with Purpose of ACD, and under Conversation Routing Data, check for Priority).



In saying that, we are still using the integer calculation method (i.e. 50000+3000) in Expression Mode across many of our Transfer to ACD steps and they are still functioning as expected as well.

------------------------------
Jeffrey

Original Message:
Sent: 04-13-2022 02:14
From: Mourya Chintapatla
Subject: Email priority

Hi,

One of our client wants to implement high priority for emails. We need 24 hours logic priority levels for emails in the ACD queue routing in architect.

Tested in test environment:
We have tried with below logic for email in the Transfer to ACD tool in architect inbound email flow, We have tested with 10+1590 priority logic, but it does not work as expected. Please provide how to implement it, with clarity on seconds/minutes in logic for email flow.




#Ask Me Anything (AMA)
#ArchitectureandDesign
#Routing(ACD/IVR)
#Unsure/Other

You can also look into a dedicated Email Plugin for Genesys Cloud that may provide some advanced features:

• https://appfoundry.genesys.com/filter/genesyscloud/listing/59c44a27-fb86-4806-8640-18a99c7f544f
• https://appfoundry.genesys.com/filter/genesyscloud/listing/8e458a3b-bac0-4280-8964-661a3b00b118

------------------------------
Maksim Gill
Eccentex, Inc.
------------------------------

Original Message:
Sent: 04-13-2022 02:14
From: Mourya Chintapatla
Subject: Email priority

Hi,

One of our client wants to implement high priority for emails. We need 24 hours logic priority levels for emails in the ACD queue routing in architect.

Tested in test environment:
We have tried with below logic for email in the Transfer to ACD tool in architect inbound email flow, We have tested with 10+1590 priority logic, but it does not work as expected. Please provide how to implement it, with clarity on seconds/minutes in logic for email flow.




#Ask Me Anything (AMA)
#ArchitectureandDesign
#Routing(ACD/IVR)
#Unsure/Other