Genesys Cloud - Main

At a customer we have a rather peculiar issue. Agents are transferring e-mails to coworkers. Usually because their name is mentioned or because they did some work on the concerning issue at some earlier time.

But they also do this when that coworker is offline. Now what I would expect is that there would be some timeout but that does not seem to be the case. 
So certain e-mails are waiting for more than 2 weeks and nobody is picking them up. (Coworker is probably sick or on holiday)

Is there a way to prevent them from being able to transfer to someone that is not logged in? And/or generate a timeout after x amount of minutes?

Because once an e-mail is at someones queue it is pretty difficult to take that e-mail away from them. I think you can only take it away via an API call or by resetting the password and logging in as that user, then transferring the e-mail back to the queue.

This is pretty much a horror show in customer service. So if I could minimize the damage that would be great.
#Routing(ACD/IVR)

------------------------------
Andrew Lagarde
KPN B.V.
------------------------------

Unfortunately, this is a well-known issue.  There are several ideas about this:

Prevent transfers to queues that are | Genesys Cloud Ideas Portal (aha.io)

Assign/Transfer connected email | Genesys Cloud Ideas Portal (aha.io)

Don't close an interaction after aborting | Genesys Cloud Ideas Portal (aha.io)


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

Original Message:
Sent: 01-05-2023 10:14
From: Andrew Lagarde
Subject: Transferring e-mails results in endless alert time

At a customer we have a rather peculiar issue. Agents are transferring e-mails to coworkers. Usually because their name is mentioned or because they did some work on the concerning issue at some earlier time.

But they also do this when that coworker is offline. Now what I would expect is that there would be some timeout but that does not seem to be the case.
So certain e-mails are waiting for more than 2 weeks and nobody is picking them up. (Coworker is probably sick or on holiday)

Is there a way to prevent them from being able to transfer to someone that is not logged in? And/or generate a timeout after x amount of minutes?

Because once an e-mail is at someones queue it is pretty difficult to take that e-mail away from them. I think you can only take it away via an API call or by resetting the password and logging in as that user, then transferring the e-mail back to the queue.

This is pretty much a horror show in customer service. So if I could minimize the damage that would be great.
#Routing(ACD/IVR)

------------------------------
Andrew Lagarde
KPN B.V.
------------------------------

Thanks, yeah I figured as much. Could not find a "default" agent In-Queue flow either or a timeout of any kind.
Seems like this will be an agent instruction for now. Though I doubt this will be the last time we will get cases about this.

------------------------------
Andrew Lagarde
KPN B.V.
------------------------------

Original Message:
Sent: 01-08-2023 01:05
From: Robert Wakefield-Carl
Subject: Transferring e-mails results in endless alert time

Unfortunately, this is a well-known issue.  There are several ideas about this:

Prevent transfers to queues that are | Genesys Cloud Ideas Portal (aha.io)

Assign/Transfer connected email | Genesys Cloud Ideas Portal (aha.io)

Don't close an interaction after aborting | Genesys Cloud Ideas Portal (aha.io)


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

Original Message:
Sent: 01-05-2023 10:14
From: Andrew Lagarde
Subject: Transferring e-mails results in endless alert time

At a customer we have a rather peculiar issue. Agents are transferring e-mails to coworkers. Usually because their name is mentioned or because they did some work on the concerning issue at some earlier time.

But they also do this when that coworker is offline. Now what I would expect is that there would be some timeout but that does not seem to be the case.
So certain e-mails are waiting for more than 2 weeks and nobody is picking them up. (Coworker is probably sick or on holiday)

Is there a way to prevent them from being able to transfer to someone that is not logged in? And/or generate a timeout after x amount of minutes?

Because once an e-mail is at someones queue it is pretty difficult to take that e-mail away from them. I think you can only take it away via an API call or by resetting the password and logging in as that user, then transferring the e-mail back to the queue.

This is pretty much a horror show in customer service. So if I could minimize the damage that would be great.
#Routing(ACD/IVR)

------------------------------
Andrew Lagarde
KPN B.V.
------------------------------

Hi Andrew --

We are actively working on a feature that will help address this issue, as well as several others that Robert noted.  The overarching goal is to improve the blind transfer functionality for digital interactions.  We are working on updating the blind transfer functionality so that when the first agent blind transfers to another agent, the first agent will retain the interaction in their roster in a transferring state until the target agent either accepts that transfer or declines it.  If they decline it then it will came back to the first agent to take a next action on (transfer to another agent or to a queue).  If the target agents accept the transfer then it will complete the transfer and the interaction will be removed from the first agents roster.

As part of this change the first agent will also be able to cancel the transfer to the target agent.  This might be the case where an agent is offline or on vacation or for some other reason is taking too long to accept/decline the transfer request.  The first agent can then cancel the transfer and take some other action (transfer to a different agent to a queue instead).  

Hope that helps.  You can track this change progress under this idea: https://genesyscloud.ideas.aha.io/ideas/UCC-I-570

Thanks,


------------------------------
Katie Ritz
Sr Director Product Management
Genesys - Employees
------------------------------

Original Message:
Sent: 01-09-2023 01:47
From: Andrew Lagarde
Subject: Transferring e-mails results in endless alert time

Thanks, yeah I figured as much. Could not find a "default" agent In-Queue flow either or a timeout of any kind.
Seems like this will be an agent instruction for now. Though I doubt this will be the last time we will get cases about this.

------------------------------
Andrew Lagarde
KPN B.V.

Original Message:
Sent: 01-08-2023 01:05
From: Robert Wakefield-Carl
Subject: Transferring e-mails results in endless alert time

Unfortunately, this is a well-known issue.  There are several ideas about this:

Prevent transfers to queues that are | Genesys Cloud Ideas Portal (aha.io)

Assign/Transfer connected email | Genesys Cloud Ideas Portal (aha.io)

Don't close an interaction after aborting | Genesys Cloud Ideas Portal (aha.io)


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

Original Message:
Sent: 01-05-2023 10:14
From: Andrew Lagarde
Subject: Transferring e-mails results in endless alert time

At a customer we have a rather peculiar issue. Agents are transferring e-mails to coworkers. Usually because their name is mentioned or because they did some work on the concerning issue at some earlier time.

But they also do this when that coworker is offline. Now what I would expect is that there would be some timeout but that does not seem to be the case.
So certain e-mails are waiting for more than 2 weeks and nobody is picking them up. (Coworker is probably sick or on holiday)

Is there a way to prevent them from being able to transfer to someone that is not logged in? And/or generate a timeout after x amount of minutes?

Because once an e-mail is at someones queue it is pretty difficult to take that e-mail away from them. I think you can only take it away via an API call or by resetting the password and logging in as that user, then transferring the e-mail back to the queue.

This is pretty much a horror show in customer service. So if I could minimize the damage that would be great.
#Routing(ACD/IVR)

------------------------------
Andrew Lagarde
KPN B.V.
------------------------------

Thank you for your update, that sounds good.
Aside from this a timeout would be nice as well. Just as a failsafe, for example after 24hours, as we have no In-Queue flow for e-mail.
If they accept and then do nothing the e-mail will still stay there until they decide to start working on it.

Anyway, Let me know if you need a BETA tester. We should be able to help out.

Kind regards,

------------------------------
Andrew Lagarde
KPN B.V.
------------------------------

Original Message:
Sent: 01-10-2023 14:37
From: Katie Ritz
Subject: Transferring e-mails results in endless alert time

Hi Andrew --

We are actively working on a feature that will help address this issue, as well as several others that Robert noted.  The overarching goal is to improve the blind transfer functionality for digital interactions.  We are working on updating the blind transfer functionality so that when the first agent blind transfers to another agent, the first agent will retain the interaction in their roster in a transferring state until the target agent either accepts that transfer or declines it.  If they decline it then it will came back to the first agent to take a next action on (transfer to another agent or to a queue).  If the target agents accept the transfer then it will complete the transfer and the interaction will be removed from the first agents roster.

As part of this change the first agent will also be able to cancel the transfer to the target agent.  This might be the case where an agent is offline or on vacation or for some other reason is taking too long to accept/decline the transfer request.  The first agent can then cancel the transfer and take some other action (transfer to a different agent to a queue instead).

Hope that helps.  You can track this change progress under this idea: https://genesyscloud.ideas.aha.io/ideas/UCC-I-570

Thanks,


------------------------------
Katie Ritz
Sr Director Product Management
Genesys - Employees

Original Message:
Sent: 01-09-2023 01:47
From: Andrew Lagarde
Subject: Transferring e-mails results in endless alert time

Thanks, yeah I figured as much. Could not find a "default" agent In-Queue flow either or a timeout of any kind.
Seems like this will be an agent instruction for now. Though I doubt this will be the last time we will get cases about this.

------------------------------
Andrew Lagarde
KPN B.V.

Original Message:
Sent: 01-08-2023 01:05
From: Robert Wakefield-Carl
Subject: Transferring e-mails results in endless alert time

Unfortunately, this is a well-known issue.  There are several ideas about this:

Prevent transfers to queues that are | Genesys Cloud Ideas Portal (aha.io)

Assign/Transfer connected email | Genesys Cloud Ideas Portal (aha.io)

Don't close an interaction after aborting | Genesys Cloud Ideas Portal (aha.io)


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

Original Message:
Sent: 01-05-2023 10:14
From: Andrew Lagarde
Subject: Transferring e-mails results in endless alert time

At a customer we have a rather peculiar issue. Agents are transferring e-mails to coworkers. Usually because their name is mentioned or because they did some work on the concerning issue at some earlier time.

But they also do this when that coworker is offline. Now what I would expect is that there would be some timeout but that does not seem to be the case.
So certain e-mails are waiting for more than 2 weeks and nobody is picking them up. (Coworker is probably sick or on holiday)

Is there a way to prevent them from being able to transfer to someone that is not logged in? And/or generate a timeout after x amount of minutes?

Because once an e-mail is at someones queue it is pretty difficult to take that e-mail away from them. I think you can only take it away via an API call or by resetting the password and logging in as that user, then transferring the e-mail back to the queue.

This is pretty much a horror show in customer service. So if I could minimize the damage that would be great.
#Routing(ACD/IVR)

------------------------------
Andrew Lagarde
KPN B.V.
------------------------------

Thanks Andrew - We did consider a timeout but for the initial release we are not planning to add the timeout in favor of the first agent being able to cancel the transfer request.  We may consider a timeout in the future. 

Could you send me a direct email at katie.ritz@genesys.com with details on your Org for inclusion on a  possible beta program?  We haven't formally decided on a beta for this feature, but we are considering it so we will gather your information and reach out if we decide on a beta.

Thanks,

------------------------------
Katie Ritz
Sr Director Product Management
Genesys - Employees
------------------------------

Original Message:
Sent: 01-11-2023 03:14
From: Andrew Lagarde
Subject: Transferring e-mails results in endless alert time

Thank you for your update, that sounds good.
Aside from this a timeout would be nice as well. Just as a failsafe, for example after 24hours, as we have no In-Queue flow for e-mail.
If they accept and then do nothing the e-mail will still stay there until they decide to start working on it.

Anyway, Let me know if you need a BETA tester. We should be able to help out.

Kind regards,

------------------------------
Andrew Lagarde
KPN B.V.

Original Message:
Sent: 01-10-2023 14:37
From: Katie Ritz
Subject: Transferring e-mails results in endless alert time

Hi Andrew --

We are actively working on a feature that will help address this issue, as well as several others that Robert noted.  The overarching goal is to improve the blind transfer functionality for digital interactions.  We are working on updating the blind transfer functionality so that when the first agent blind transfers to another agent, the first agent will retain the interaction in their roster in a transferring state until the target agent either accepts that transfer or declines it.  If they decline it then it will came back to the first agent to take a next action on (transfer to another agent or to a queue).  If the target agents accept the transfer then it will complete the transfer and the interaction will be removed from the first agents roster.

As part of this change the first agent will also be able to cancel the transfer to the target agent.  This might be the case where an agent is offline or on vacation or for some other reason is taking too long to accept/decline the transfer request.  The first agent can then cancel the transfer and take some other action (transfer to a different agent to a queue instead).

Hope that helps.  You can track this change progress under this idea: https://genesyscloud.ideas.aha.io/ideas/UCC-I-570

Thanks,


------------------------------
Katie Ritz
Sr Director Product Management
Genesys - Employees

Original Message:
Sent: 01-09-2023 01:47
From: Andrew Lagarde
Subject: Transferring e-mails results in endless alert time

Thanks, yeah I figured as much. Could not find a "default" agent In-Queue flow either or a timeout of any kind.
Seems like this will be an agent instruction for now. Though I doubt this will be the last time we will get cases about this.

------------------------------
Andrew Lagarde
KPN B.V.

Original Message:
Sent: 01-08-2023 01:05
From: Robert Wakefield-Carl
Subject: Transferring e-mails results in endless alert time

Unfortunately, this is a well-known issue.  There are several ideas about this:

Prevent transfers to queues that are | Genesys Cloud Ideas Portal (aha.io)

Assign/Transfer connected email | Genesys Cloud Ideas Portal (aha.io)

Don't close an interaction after aborting | Genesys Cloud Ideas Portal (aha.io)


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

Original Message:
Sent: 01-05-2023 10:14
From: Andrew Lagarde
Subject: Transferring e-mails results in endless alert time

At a customer we have a rather peculiar issue. Agents are transferring e-mails to coworkers. Usually because their name is mentioned or because they did some work on the concerning issue at some earlier time.

But they also do this when that coworker is offline. Now what I would expect is that there would be some timeout but that does not seem to be the case.
So certain e-mails are waiting for more than 2 weeks and nobody is picking them up. (Coworker is probably sick or on holiday)

Is there a way to prevent them from being able to transfer to someone that is not logged in? And/or generate a timeout after x amount of minutes?

Because once an e-mail is at someones queue it is pretty difficult to take that e-mail away from them. I think you can only take it away via an API call or by resetting the password and logging in as that user, then transferring the e-mail back to the queue.

This is pretty much a horror show in customer service. So if I could minimize the damage that would be great.
#Routing(ACD/IVR)

------------------------------
Andrew Lagarde
KPN B.V.
------------------------------