Genesys Cloud CX

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  • 1.  Interactions Voice vs Chat

    Posted 10-18-2021 16:37
    When a voice call and a chat interaction come into queue, do either of these interactions take priority over the other?  Neither interaction are associated to skills so skill based routing wouldn't come into play in this scenerio.

    Brian Searle
    Equitable Financial Life Insurance Company

  • 2.  RE: Interactions Voice vs Chat

    Posted 10-18-2021 17:12
    Your developer should have a setting in which you can define if a call can interrupt a chat or vice versa.

    Heather Higginbotham
    Cox Automotive Corporate Services, LLC