"Move To" action in GAD for emails.

Genesys Cloud Routing
1

Hello

I have a question about the “Move To” option in GAD for email interactions.
When you open a workbin, and select an email interaction, the right side panel shows the email content and at the bottom, there is a “Move To” button. Upon clicking this button, a small context menu opens up with names of other Workbins.
Upon selecting a workbin, the email gets sent to that workbin. But considering that workbin is an Agent group Owner-Type workbin, I have observed that Genesys assigns an agent group to that interaction “randomly”.

My questions are:

  1. What is the primary use of this “Move To” feature in GAD? Under what circumstances can the agents use this ?
  2. If workbins are Agent Group type, how can we make sure that the correct agent group is associated to the interaction being moved?

Regards
Nishant Tank

2

Hi, there are scenarios where the agent may send the email directly to an interaction queue that have workbin or or additional routing criteria applied. One way to look at this feature is as follows:

The send email button will route the email to the interaction queue configured as the send destination in the Business Process.

The move-to allows the IXN client/softphone to request to send the email to another interaction queue/business process.

This feature allows for flexibility in where to send email/multimedia interactions from the client.
For the second question I believe the KVP “Origination_Source” denotes the Agent Group associated with the email. YOu may want to double check this in your logs.

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