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  • 1.  Alerting more than one Interaction at the same time

    Posted 03-07-2019 06:16
    We have noticed that an agent cannot be alerted more than one interaction at the same time .

    If you send an email and it's alerting in the interactions panel and then make a call to the same queue , you don't get alerted for that call until you answer the the email .

    #Routing(ACD/IVR)

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    Roisin floyd
    Wren Data Ltd.
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  • 2.  RE: Alerting more than one Interaction at the same time

    Posted 03-25-2019 16:56
    It's my understanding that this can be controlled via agent utilization - https://help.mypurecloud.com/articles/utilization/

    We only support voice interactions at this time - so I can't confirm via direct experience - but our default settings show that an active email interaction would/should be interrupted by a new voice interaction.

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    Jason Rogers
    Ontario Teacher's Pension Plan
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    Original Message


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