Genesys Cloud - Main

Hi!

Problem: I have about 100 e-mails in one queue waiting for agents to be available to answer.

I want to transfer those 100 e-mails to other queue.

I have tried to use de direct option to a backup queue without success. I guess this will only work with new e-mails on queue.

How can i do this?

Hello Rui, 

I tend to agree that this will only work with new emails that enter the queue. Once an email is in the queue and awaiting agent assignment I don't think there is much you can do. Without going in and manually rerouting the emails. 

Maybe someone with more architect knowledge can help out but I cannot find anything in our dev center or documentation that points this specific feature out. 

Cheers, 

Hi!

Problem: I have about 100 e-mails in one queue waiting for agents to be available to answer.

I want to transfer those 100 e-mails to other queue.

I have tried to use de direct option to a backup queue without success. I guess this will only work with new e-mails on queue.

How can i do this?

In-queue Email flow can transfer Email after a period of time.  You could always pick it up and transfer to another queue.  The other would be a workflow that does this same function.  

Hello Rui, 

I tend to agree that this will only work with new emails that enter the queue. Once an email is in the queue and awaiting agent assignment I don't think there is much you can do. Without going in and manually rerouting the emails. 

Maybe someone with more architect knowledge can help out but I cannot find anything in our dev center or documentation that points this specific feature out. 

Cheers, 

Hi!

Problem: I have about 100 e-mails in one queue waiting for agents to be available to answer.

I want to transfer those 100 e-mails to other queue.

I have tried to use de direct option to a backup queue without success. I guess this will only work with new e-mails on queue.

How can i do this?

Hi!

Problem: I have about 100 e-mails in one queue waiting for agents to be available to answer.

I want to transfer those 100 e-mails to other queue.

I have tried to use de direct option to a backup queue without success. I guess this will only work with new e-mails on queue.

How can i do this?