PoojaRIT | 2025-02-13 08:30:51 UTC | #1
Hello All,
I am testing the new Park email feature and as a supervisor I know that there is an option to assign the parked email to other agent or a queue, but I wanted to know what is that permission that needs to be enabled so that a supervisor can have access to it?
Jerome.Saint-Marc | 2025-02-13 10:09:38 UTC | #2
Hello,
The necessary permissions are listed under the Prerequisites section on the Queues Interactions Detail view page.
- For a supervisor to reassign or blind transfer the parked email to another agent:
- Conversation > Communication > Transfer
- Conversation > Communication > blindTransfer or Conversation > Communication > blindTransferAgent
- For a supervisor to reassign or blind transfer the parked email to another queue:
- Conversation > Communication > Transfer
- Conversation > Communication > blindTransfer or Conversation > Communication > blindTransferQueue
Regards,
PoojaRIT | 2025-02-13 11:03:01 UTC | #3
Thanks for responding, even with all these permissions assigned, the supervisor is not getting the option to manually assign a parked interaction
Jerome.Saint-Marc | 2025-02-13 13:07:51 UTC | #4
I don't know what view/tab you are checking.
I just tried and I can reassign parked emails using the Queues Interactions Detail view, and going to the Interactions tab. On the right side of the interaction of interest, there will be the 3 dots/menu that gives access to reassignment.
If you're still not seeing anything, I would suggest to open a ticket with Genesys Cloud Customer Care. We do not have access to customer data and logs from the forum.
Regards,
system | 2025-03-16 13:08:01 UTC | #5
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