Genesys Cloud CX (formerly PureCloud)

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Chat interaction disconnect after 10 hours

  • 1.  Chat interaction disconnect after 10 hours

    Posted 07-29-2021 09:58
    Hi all, for our contact center, there are non operating hours. for chats that comes in during the non operating hour, those chat still be assigned to queue and wait, but after 10 hour if the center still not yet opened, it will be auto disconnected. those chats were lost. I read that I can apply a 'wait' node in the chat flow to have the interaction waited before assign to queue, however, seems like that 10 hour disconnect is still applied even the interaction not yet entered the queue. is there any other way to extend this queue waiting time? Thanks.

    brgds, Annie
    #DigitalChannels

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    annie Ng
    Accenture Company Limited
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