Genesys Cloud CX

 View Only
Discussion Thread View
  • 1.  Real Time SMS interaction view and status

    Posted 12-06-2019 13:16
    Edited by Matt Lawson 12-09-2019 07:56
    Hi everyone,

    We are looking to increase the number of sms interactions each agent can handle at one time but I'm finding it difficult to follow the real time status of each sms.  The current status for sms isn't as clear when compared to a phone call interaction (I can see the acw in a call but via sms I'm not sure when an agent is sitting on a sms they should have closed).

    Any suggestions would be greatly appreciated......Thanks

    #Ask Me Anything (AMA)
    #SystemAdministration
    #sms
    #Basicfeaturesandfunctionality
    #Qualitymanagement
    ------------------------------
    Tim Walters
    Sun Basket
    ------------------------------
    ​​​


  • 2.  RE: Real Time SMS interaction view and status

    Posted 12-10-2019 12:37
    Yes, you would have to use some data analytics to get this or use some filters on an export from Interactions.  The ability to define ACW on other media types is on the road map and that would help.  For now, use the delta of Duration and Total Handle to get the ACW or "the time looking at the screen wondering how long your supervisor notices" value.

    ------------------------------
    Robert Wakefield-Carl
    Avtex Solutions, LLC
    Contact Center Innovation Architect
    robertwc@avtex.com
    ------------------------------