What happens with an e-mail after done/delete?

[vma]

And another question
Can I track the emails after the user pushes the done or the delete button in GAD? Can I catch them in a Business Process of my own?
In GAD options I found "email-in-markdone-hidden-queues" but haven't find anything about this in documentation.

Thank you,
Mihai

[René]

Hi Mihai,

Yes, it's possible to track incoming emails marked as done. You must specify an Interaction Queue the email should be placed into in the Queue for Existing Interaction section on the Interaction Queue tab of Route Interaction object in IRD. I assume that special queue _STOP_ queue is specified there.

I'm not aware of any possibility to track deleted emails using GDesktop.

R.

[vma]

me again
I have a queue where I sent all existing interactions. Here I get mails after user presses Done or Replay. Is there any way to distinguish between the two? I have some mark done options and I want to know if the agent pressed done without choosing an option and I don't want to count the replies also.

To make the mark email mandatory is not an option as the agent will be asked to mark something even before replying or when sending a new outbound.

Thank you,
Mihai

[René]

Hi Mihai,

Unfortunately, I'm not aware of any GDesktop option allowing you distinguish between MarkDone and Replied interaction. One possible "solution" - do a database lookup over UCS interaction table - if you find an interaction of type EmailReply (not 100% sure about type and subtype now) where parentId matches your interaction id then it is replied interaction.

R.

[vma]

Thank you. I was afraid that this will be the answer I think a lookup in the UCS DB will take a lot of time to do it everytime a mail gets in the "Done" queue.
So how should I treat an escalation email then? I made a Mark Email option so the agent ticks a "Review my email" when he wants his email reviewed. But if the agent ticks it and then hits reply I don´t think I should really send the inbound for review, only if he thicks it and presses Done.
Is there any way around this?
Is there a way to customize GAD to attach some data to the email when we hit Replay and other data when we hit Done?

[René]

[quote]So how should I treat an escalation email then? I made a Mark Email option so the agent ticks a "Review my email" when he wants his email reviewed. But if the agent ticks it and then hits reply I don´t think I should really send the inbound for review, only if he thicks it and presses Done.[/quote]
If this customization adds some data to the interaction before MarkDone/Reply is processed then you should be able to read this data in the routing strategy and distinguish between MarkDone/Reply.

[quote]Is there any way around this?[/quote]
As I wrote I'm not aware of any.

[quote]Is there a way to customize GAD to attach some data to the email when we hit Replay and other data when we hit Done?[/quote]
No, I'm not aware of such possibility.

R.

[vma]

Thank you René for your answers,
I now have an official response from Genesys that it can't be done
Honestly I see it as a bug. Once an email arrives in my routing with the attached data "review my email" there is no way to define if the user pressed Done button or Reply button. And the worst thing is that if he pushes reply then the outbound mail will have by default the same attached data once he sends it, if he doesn't change it. The email will end up at the supervisor again. So the supervisor will reveive 2 mails for review. The inbound and outbound. And even worse is if you have more than one supervisors the 2 emails could end up to 2 different perssons who have no ideea of eachother. Statistics are messed also.
The conclusion is that either is there another way to do this or it's a bug.

Mihai

[René]

Hi Mihai,

I wouldn't say it's a bug because Genesys has never made any statement that such functionality is included and supported in GAD... It necessary to take into account that GAD is a product not SDK so customization possibilities are limited.

If you really need to implement this functionality then try suggested way in one of my previous email.

If I find a time I'll check a possibility to customize GAD in unofficial/unsupported way (=modification of JSP file directly).

R.