Email & Messaging · Completed
Email Management & Interaction Hub
Enterprise email management system integrated with Genesys Cloud CX, featuring intelligent queue routing, agent workspace, and real-time interaction tracking.
Project Overview
Developed a fully integrated Email Management platform on top of Genesys Cloud CX that unifies inbound and outbound email interactions into a single agent workspace. The system provides intelligent email queue routing, SLA tracking, draft management, and real-time supervisor dashboards. Agents can manage, reply, park, and transfer emails seamlessly while supervisors monitor queue health in real time. Architecture is aligned with Genesys Engage email interaction standards and the emailcenter.cloud model for enterprise deployments.
Key Architecture Features
- Unified inbox with All / Queue / In Progress / Drafts / Parked tab views
- Real-time queue stats: Waiting, In Progress, Drafting, Agents Available, Avg Wait
- Intelligent ACD routing based on skills, language, and priority rules
- Agent workspace with full compose, reply, forward and attachment support
- Supervisor review queue with SLA breach alerting and monitoring
- Multi-queue filtering and full-text email search across all interactions
- Email parking and transfer between agents and queues
- Genesys Cloud connected queue status with live presence management
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