Genesys Cloud - Main

Hi,

we are new to Genesys and just wen live with email interactions last week, live with voice for a few months now. I admin the system and am still learning my way round (i come from an Avaya background ).

For the email team i set them to have 3 email interactions in the agent utilization , the email queue is set to standard routing and best skilled agent but i am struggling to understand how emails are routed. does the first person who goes on queue get the first 3 emails as thats the limit and then the next person who goes on queue gets the next ones queued, or does it somehow distribute the emails more evenly acorss the team. its a small team of 5 agents. There is nothing in architect. it just simply queues the email to the queue . 

Thanks

Hi @Jacquie Feeney,

In the scenario that you have 5 agents on queue at the same time new emails should allocate evenly between the agents using standard routing, By default, interactions are routing based on the 'time since last interaction'.

In the case if you only have one agent on-queue once the agent answers the first email interaction the next email interaction should be offered and so on until reaching the agent utilization capacity.

Hi,

we are new to Genesys and just wen live with email interactions last week, live with voice for a few months now. I admin the system and am still learning my way round (i come from an Avaya background ).

For the email team i set them to have 3 email interactions in the agent utilization , the email queue is set to standard routing and best skilled agent but i am struggling to understand how emails are routed. does the first person who goes on queue get the first 3 emails as thats the limit and then the next person who goes on queue gets the next ones queued, or does it somehow distribute the emails more evenly acorss the team. its a small team of 5 agents. There is nothing in architect. it just simply queues the email to the queue . 

Thanks

Thank you for explaining. It makes more sense now. 

Hi @Jacquie Feeney,

In the scenario that you have 5 agents on queue at the same time new emails should allocate evenly between the agents using standard routing, By default, interactions are routing based on the 'time since last interaction'.

In the case if you only have one agent on-queue once the agent answers the first email interaction the next email interaction should be offered and so on until reaching the agent utilization capacity.

Hi,

we are new to Genesys and just wen live with email interactions last week, live with voice for a few months now. I admin the system and am still learning my way round (i come from an Avaya background ).

For the email team i set them to have 3 email interactions in the agent utilization , the email queue is set to standard routing and best skilled agent but i am struggling to understand how emails are routed. does the first person who goes on queue get the first 3 emails as thats the limit and then the next person who goes on queue gets the next ones queued, or does it somehow distribute the emails more evenly acorss the team. its a small team of 5 agents. There is nothing in architect. it just simply queues the email to the queue . 

Thanks