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  • 1.  Transfer Emails from an agents queue without that agents interaction

    Posted 01-16-2023 14:05
    We often have agents who are away sick etc
    They have emails in their queue that we need to transfer to other agents to work on them if they are urgent.

    Is this possible to do?
    #SystemAdministration

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    Joel Wineti
    Rotorua Lakes Council
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  • 2.  RE: Transfer Emails from an agents queue without that agents interaction

    Posted 01-16-2023 17:06
    You can turn on Manual Assignment on the queue and you should be able to pick up or transfer these emails using the Queue Activity or Interactions Views to access them.

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    Robert Wakefield-Carl
    TTEC Digital, LLC dba Avtex
    Contact Center Innovation Architect
    https://www.Avtex.com
    https://RobertWC.Blogspot.com
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    Original Message


  • 3.  RE: Transfer Emails from an agents queue without that agents interaction

    GENESYS
    Posted 01-17-2023 05:50
    Hello Joel,

    The Resource Center article explaining Robert's mention of manual assignment can be found here. Adding a sample screenshot below to help visually. A more flexible alternative for you to consider with regards to the ability to cherry pick email interactions across all your queues and to allow previews is the Email Ninja solution in the AppFoundry.



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    Nico Feliciano
    Genesys - Employees
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    Original Message


  • 4.  RE: Transfer Emails from an agents queue without that agents interaction

    Posted 01-17-2023 11:01

    Do keep in mind that in Manually Assigning agents is a queue level setting. You must check the box Enable Manual Assignment for those interactions to be considered in every queue that you'd like that feature enabled on. 



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    Blake Anderson | Sr. Telecom Engineer
    BEST BUY CO., INC.|Merchandising Specialist
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    Original Message


  • 5.  RE: Transfer Emails from an agents queue without that agents interaction

    Posted 01-17-2023 17:54
    Just to be clear, this is for emails that have been taken by an agent that is away sick etc

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    Joel Wineti
    Rotorua Lakes Council
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    Original Message


  • 6.  RE: Transfer Emails from an agents queue without that agents interaction

    GENESYS
    Posted 01-23-2023 10:05
    Hello Joel,

    When an agent has answered an offered email interaction, the expectation really is that the agent handles it to completion. I'd be happy to be wrong here but as far as I know there is currently no workaround to pick an open interaction from an offline agent aside from remotely disconnecting it. Disconnecting will not allow interaction re-assignment, but another agent can "pick up" and respond to that email interaction on behalf of a queue outside of ACD.

    From an operations perspective, I have to vouch for training agents to empty their Interactions pane before going off or going away. In the case of email interactions, even if the agent has answered the offer they can transfer it back to queue at any time during handling.

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    Nico Feliciano
    Genesys - Employees
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    Original Message


  • 7.  RE: Transfer Emails from an agents queue without that agents interaction

    Posted 03-29-2023 04:07

    Hi Nico,

    I hope you're well.

    Having a read of this thread, this feature is absolutely something we'd be interested in having built. Unfortunately just saying make sure your interactions are empty isn't the best as sickness or internet drops/power cuts can happen at any time. Functionality for supervisors to assign back to the waiting queue or directly to another agent would be a brilliant feature. Do you know if it is likely to be in a future release any time soon?



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    Stephen Poncia
    Nominet UK
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    Original Message


  • 8.  RE: Transfer Emails from an agents queue without that agents interaction

    GENESYS
    Posted 03-29-2023 07:31

    Hello Stephen,

    I looked around the Ideas Lab and saw this idea Ability to transfer an interaction already assigned to an agent. It is currently with status under review so it would be best if you can vote on it and add commentary.

    No fixed timing on this as of the moment, but as the review moves forward we'll get a better outlook.



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    Nico Feliciano
    Genesys - Employees
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    Original Message


  • 9.  RE: Transfer Emails from an agents queue without that agents interaction

    Posted 03-29-2023 07:51

    Hi Nico,

    That's great, I have voted and added my comment. Many thanks!



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    Stephen Poncia
    Nominet UK
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    Original Message


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