Park Email feature

1

Hello All,

I am testing the new Park email feature and as a supervisor I know that there is an option to assign the parked email to other agent or a queue, but I wanted to know what is that permission that needs to be enabled so that a supervisor can have access to it?

2

Hello,

The necessary permissions are listed under the Prerequisites section on the Queues Interactions Detail view page.

  • For a supervisor to reassign or blind transfer the parked email to another agent:
    • Conversation > Communication > Transfer
    • Conversation > Communication > blindTransfer or Conversation > Communication > blindTransferAgent
  • For a supervisor to reassign or blind transfer the parked email to another queue:
    • Conversation > Communication > Transfer
    • Conversation > Communication > blindTransfer or Conversation > Communication > blindTransferQueue

Regards,

3

Thanks for responding, even with all these permissions assigned, the supervisor is not getting the option to manually assign a parked interaction

4

I don't know what view/tab you are checking.

I just tried and I can reassign parked emails using the Queues Interactions Detail view, and going to the Interactions tab. On the right side of the interaction of interest, there will be the 3 dots/menu that gives access to reassignment.

If you're still not seeing anything, I would suggest to open a ticket with Genesys Cloud Customer Care. We do not have access to customer data and logs from the forum.

Regards,

5

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