Issue with Mail Queue Management in Genesys Cloud

Platform API
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Hello everyone,

I'm currently managing a Genesys Cloud mail queue and have encountered a couple of issues that I'm hoping to get some guidance on.

  1. Random Distribution of Mails: The mails that appear first for the agents are not classified by the oldest one. Instead, the distribution seems random. This makes it difficult for agents to handle the oldest mails efficiently.

  2. Queue Distribution Problem: The queue doesn’t distribute the oldest mails to the agents. As a workaround, I’ve been extracting the CSV file of interactions to find the oldest mails and then manually attributing them to agents. This process is very time-consuming.

I’m looking for a solution to set the queues in order to ensure:

• Chronological distribution of emails, so that the oldest ones are handled first.

• Inclusion of all mails sent to a queue, including those that have been manually transferred from another queue to the main one.

Has anyone experienced similar issues or have any recommendations on how to configure the queues to achieve this? Any advice or guidance would be greatly appreciated.

Thank you in advance for your help!

Best regards,

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General questions about configuring and using Genesys Cloud are best suited for the Genesys Cloud Community Forum. This forum is specific to API usage and customizations.

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