Transfer emails between agents

[cavagnaro]

Hi guys,
Is there any special consideration to make the email transfer between agents using MCR to work?

[catanirex]

Well, you have to decide if you should use direct-agent-2-agent transfer via GAD. Then the agents needs to be logged in and ready in order to take the email. Not very useful...

Or, you need to configure GAD to use a strategy via Interaction Queue. Then the strategy can queue the email until the agnets gets ready/logs in. Look at the udatat GAD attaches to the email in order to route it.

[Timur Karimov]

Genesys hav't any special consideration to multimedia entrraction even voice. All things exactly the same. But then you agent work with mms interaction you may also provide additional features-  such as workbin. It's great way to make the posible the true collaboration for you agent to achieve the max customer satisfaction.


WBR Thaler

[René]

Hi Cavagnaro,

There is detailed description how transfer works in Genesys Desktop 7.6 Deployment Guide on page 85.

Briefly how it works
- Interaction Queue dedicated to transfers is defined in GDesktop's option
- On transfer email is submitted to that queue. GDesktop adds to UserData identification of target agent
- Strategy will read that information and tries to route email to target agent
- UserData contains identification of tranferring agent as well so it's possible to return email back if target agent doesn't accept interaction in configured timeout

R.