Genesys Cloud (formerly PureCloud)

Discussion Thread View
Expand all | Collapse all

Disconnection of waiting interactions - chat channelHello everyone

  • 1.  Disconnection of waiting interactions - chat channelHello everyone

    Posted 9 days ago
    Hello everyone

    Our client decided to configure the chat flow, so that when the client interaction enters after hours, they reply with a message and then let the interaction pass to the queue so that it stays there waiting and the next day start operation agents can receive those interactions that were reported after hours first.
    The specific question is to know under these conditions how long does it take for the interaction to be disconnected within the waiting queue? and if that time is possible to configure it.

    Thank you
    #DigitalChannels

    ------------------------------
    Andres Galindo
    Global Networks Solutions S.A.
    ------------------------------


  • 2.  RE: Disconnection of waiting interactions - chat channelHello everyone

    Top 25 Contributor
    Posted 9 days ago
    Hi Andres,

    If you're referring to web chats, they would likely be disconnected by the user fairly quickly and never reach an agent.

    If not, please specify what type of interactions/channels you're referring to.

    Thanks,


    ------------------------------
    Daniel McLeod
    Qsect LLC
    ------------------------------



  • 3.  RE: Disconnection of waiting interactions - chat channelHello everyone

    Posted 9 days ago
    It is a WhatsApp interaction,

    ------------------------------
    Andres Galindo
    Global Networks Solutions S.A.
    ------------------------------