Assign Interaction that Agent Accepted But not Working

[Karl]

Is there a way to look at excessively long ACCEPTED interactions and have them be reassigned back into queue?

Example: Agent accepts an email and begins working it. They then leave to go on vacation. Is there an automated way through the API for me to look at really long interactions and have them go back into queue?

Thank you.

[jacobshaw]

Hi Karl,
Based on this older post, there's not a way to set an automatic timeout with the API, so you would need to do it manually/programatically.
However, I think the POST /api/v2/conversations/emails/{conversationId}/participants/{participantId}/replace resource will allow you to transfer the email back to the queue

Returning unfinished email to queue

What happens to an email if an agent picks it up and does not finish it? Can a timer be set after which it returns to a queue? Can a supervisor return it manually to a queue (will PURE-1625 also work for this scenario). E.g. agent is working on email, incoming calls interrupt and agent logs out before finishing the email. Agent leaves for a holiday - preferred situation would be that another agent could finish the email from a queue instead of the same agent after returning from holidays.

https://developer.genesys.cloud/openapi-explorer/index.html?openApiUrl=https://api.mypurecloud.com/api/v2/docs/swagger&host=api.mypurecloud.com&shareUrl=https://developer.genesys.cloud%2Fdeveloper-tools%2F%23%2Fapi-explorer%3F#request4