Hello,
We set up the facebook messenger integration on the genesys platform, and we are facing a problem.
In order to avoid any new incoming message at the closing of the service, I send these messages to a temporary loop if they match an established schedule, before sending them back to the queue at midnight. This allows the services concerned to process the last messages without being challenged by new ones.
However, when services opened in the mornings, agents who had processed the facebook messages the previous day (and therefore assigned to a specific queue) still received the messages even if they were not assigned to it in the morning.
I believe that messages are transferred to agents active in the queue during the night, and although the agents deactivate themselves from the queue in the morning, they continue to receive the messages received at night, as they are returned to the queue where they were active at that time. (the messages are therefore assigned to people and not to queues ?).
How can we get a view of the messages waiting in the queue, but have them sent back to the right people who are active in live and not to them who were the day before/during the night?
Thanks !