Genesys Cloud (formerly PureCloud)

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WebChat Ringing

  • 1.  WebChat Ringing

    NEW MEMBER
    Posted 10 days ago

    Hi All!
    i would like to know if is it possible to reduce the ringing time when a new chat come in.
    It's very annoying when an agent is on a phone calls and a chat start ringing in the headset until an agent accepts/decline the conversation.

    Is it possible to do something about it?
    Thank you!!


    #Routing(ACD/IVR)


  • 2.  RE: WebChat Ringing

    Top 25 Contributor
    Posted 9 days ago
    Hi Ilaria,

    The easy solution would be to not allow chats to interrupt calls.

    Alternatively, you could potentially shorten the alerting time for chat interactions and/or you could change the call alerting to come through agents speakers instead of their headsets (call audio would still be through the headset).


    Thanks,

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    Daniel McLeod
    Qsect LLC
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