Email Interaction - Transfer to external Resource

[cavagnaro]

Hi guys,
Willing a little bit of experience exchange here.
Customer is willing to transfer some interactions to External Resources (lawyers, consultants, etc) so the idea is that the agent on Genesys transfer the email to them, and the external resource will answer back. But they have like a period of time to answer back (1 business day). How could I create a Queue or view of those interactions who didn't get an answer yet? Was thinking on monitoring the Workbin but unsure on how to do this exactly...

Any ideas/suggestions?

Thanks!

[Timur Karimov]

Hi there =)
Of course you can use simple interaction queue. Remember: for interaction queue we can create separate view with custom filter for our interaction. So you can put interaction in queue. Create new view with a filter by start date. Then use two different strategy to process you interaction. One linked with default view is stopped processing for interaction which have corresponding answer. Another one linked with you custom view got interactions after 1 business day and send it too appropriate agent group to review. When...in theory it should be worked solution =))))
However you can simplify such process with workbin. Just pause all interaction for 1 day and then put all interaction in workbin. Then give you customer permission to work with it. And let agent make a design which one have response and which one have't.
WBR.

[cavagnaro]

Hey Timur,
Working with this idea but having issues understanding this:
[code]
Then use two different strategy to process you interaction. One linked with default view is stopped processing for interaction which have corresponding answer. Another one linked with you custom view got interactions after 1 business day and send it too appropriate agent group to review.
[/code]

I do understand the idea so so. My question is how to discriminate a normal external transfer from a one that needs answer.
When you say create a view with filter "start date", what is the idea? I know the filter but why that filter?

Does Collaboration Queue would work here? Wit external resources?

[cavagnaro]

Well found more info here:
http://docs.genesys.com/Documentation/IW/8.1.4/Dep/HandlingInteractions#E-Mail_Interactions

Seems the key is as returning emails work with KVPs attached and a couple of IWS options.
However still thinking on how to discriminate which emails should go to a Queue or other. You know if I can use wildcard on a filter? Like EmailAddress = "*@customer.com"?

[René]

Hi Cav,

Have you tried using 'Forward E-mail' IRD object? This block provides functionality you're after.

R.

[cavagnaro]

Hi René
I was looking at samples provided and properties and not 100% sure how would it complete it exactly for my questions. I use it yes, but the alert on which weren't answered yet...how to do so?

[cavagnaro]

guys...and what is the difference with Collaboration email?? Never used these features and documentation and sample estrategies show a flow which seems cool but the main differences are not quite obvious to me :/
Thanks